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CYTA ANNUAL REPORT 20161
CONTENTS
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47
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58
Message from the Chairman
Message from the Deputy Chief Executive Officer
Chairman and Members of the Board
Management Team
Corporate Governance at Cyta
Corporate Social Responsibility
Management
Products and Customer Service
Subsidiaries
Network
Financial Report
Offices and Cytashops
Cyta is the trade name of Cyprus Telecommunications Authority
CYTA ANNUAL REPORT 20162
Message from the Chairman
As 2016 came to an end, Cyta was once again the Cypriot market leader in electronic communications. The Organisation confirmed for another year that it has the ability to deal with the constant challenges arising in its field and remain at the cutting edge of technological developments, despite the rapid changes taking place in the sector, both locally and internationally.
It is a fact that the accelerated penetration of alternative means of communication, as promoted by the global giants of online technology and social media, has placed pressure on the traditional revenues and profitability of companies operating in the telecommunications sector. At the same time, competition is constantly intensifying in our limited local market, where the focus is now on “quadruple play” and the provision of integrated electronic communication solutions.
Despite the enormous challenges facing the telecommunications sector, 2016 was a productive year for Cyta. The Organisation continued to grow and develop technologically, reinforcing its lead as far as reliability is concerned and making a positive contribution to the economy and to society.
The main role in these achievements has been played by Cyta’s human resources. They represent a huge reservoir of knowledge, experience and specialisation, which can make all the difference in the especially competitive telecommunications sector, with people who are the leading lights in their field in Cyprus and among the best in Europe.
Strategic Direction
As regards the Organisation’s strategic planning and the actions taken to implement its business strategy, priority is given to the reinforcement of Cyta’s technological superiority. This is something that can only be achieved through investment and innovation, which is a clear direction and a pillar of growth for Cyta. Innovation leads to differentiation and the creation of value for our subscribers, enabling the Organisation to maintain its competitiveness, broaden its customer base and support its revenues and profitability.
Building on the values of the undeniable reliability and high standard of service that have characterised it over the years, Cyta focuses on providing upgraded integrated solutions for today’s digital world and supports its customers consistently, both at the time of sale and afterwards.
Focused efforts to strengthen Cyta’s technological superiority have already brought tangible results, through the multi-faceted project of totally upgrading the Organisation’s fixed and mobile networks and the introduction of the new, ultra-modern 4.5G network, which has placed Cyta on the global map of the most advanced telecommunications organisations.
The faster speeds that we offer subscribers have already created a new situation in the market, since they are now linked to lower charges. As a result, the daily lives of all our customers - private individuals, families, businesses - are changing drastically, since they now have access to pioneering applications for entertainment, communication and the more efficient management of their activities.
One extremely important development concerns the fibre optic network, which is being implemented rapidly and will soon allow the introduction of Fibre to the Home. Through this significant project, Cyta is bringing a revolution to broadband services in Cyprus and making even faster speeds and more specialised applications possible.
The Organisation’s main strategic objective remains that of the constantly growing provision of quality services to its customers, maximising value and improving productivity. The key pillars for achieving this objective are, among others:• An objective reassessment of the viability of its activities in
Cyprus and abroad.• The rationalisation of the methods adopted by the
Organisation aiming at the continuous reduction of its operating costs and greater productivity per activity.
• Maintaining the Organisation’s revenues from its traditional activities.
• The creation of new, alternative revenue streams through the provision of competitive new generation products and modern, integrated digital solutions, building on Cyta’s reliability, technological prowess and innovation. In this context, Cyta focuses on the development of innovative digital services related to the Internet of Things and other digital applications, so as to play a crucial role in the digital community.
• The expansion of strategic partnerships, wherever needed, with the aim of achieving synergies that make the most of the Organisation’s potential and capabilities.
CYTA ANNUAL REPORT 20163
Concerning the implementation of the Organisation’s strategic direction, a major modernisation project is under way, thanks to the joint effort made by the Board, Management, the Unions and the Staff. We recognise that change needs to be a part of our nature if we are to progress, because it is only through a corporate culture of openness to change that we can lead Cyta on a path of continuous growth and innovation, pillars that are an essential requirement for the Organisation to successfully respond to future challenges.
Cyta’s Crucial Role in Making Cyprus an International Telecommunications Hub
An important aspect of Cyta’s multifarious activities is the development of international cable systems that reinforce the role of Cyprus and the Organisation as a telecommunications hub in the broader Eastern Mediterranean region.
In 2016, in the context of expanding the Organisation’s international cable network, we signed agreements giving us access to the new Asia-Africa-Europe-1 (AAE-1) undersea cable system. This system, which extends to important hubs in South-East Asia, the Arabian Gulf and the Mediterranean region, will add new channels to our existing international undersea cable network and enable us to access new markets. At the same time, it helps serve local market needs as well as those of other telecommunications providers in the broader Eastern Mediterranean region.
Cyta also has a strong satellite infrastructure, spearheaded by the MAKARIOS Teleport, which is an important telecommunications hub in the Eastern Mediterranean. The MAKARIOS Teleport provides a broad range of satellite services to the international market, including Satellite Tracking, Telemetry & Command (TT&C), satellite TV, IP connections and VSAT.
In 2016, the processes were begun for the certification of the MAKARIOS Teleport in accordance with the Certification Programme of the World Teleport Association (WTA). Full Tier III certification was achieved in 2017 and we consider this to be the best confirmation of the advanced technology, infrastructural reliability and high standard of services that Cyta offers its customers around the world.
Cyta Hellas
During its ten years of operation in the particularly difficult and competitive environment of the sorely tested Greek economy, Cyta Hellas has succeeded in becoming the choice of some 300.000 subscribers - individuals and businesses - who have placed their trust in its technological innovation, the range of products it has to offer and its immediate, top quality customer support. Cyta Hellas, which today has a fibre optic network of 5.500km and more than 500 service points across Greece, stood out in the market from the outset and continues to attract investor interest.
In this respect, it is especially significant that the decisions taken by the Board deal with the challenges facing Cyta Hellas in a total and holistic manner, enabling the company to make the most of its prospects through an investment scheme that offers flexibility and financial autonomy. To this end, Cyta Hellas has already taken significant steps to limit its operating costs while trying to increase revenues.
At the same time, Cyta’s Board of Directors appointed international independent financial advisors to provide services. Their mission is, through objective, technocratic processes, to
attract investor interest in Cyta Hellas with participation options open, in order to maximise the company’s growth potential.
Cyta: A Determining Factor in the Development of the Cyprus Economy
As a Public Sector Institution, Cyta is obliged to adopt the principles of good governance, based on transparency, integrity and impartiality for the benefit of the Cypriot taxpayer. At the same time, Cyta needs to operate in a speedy, flexible, efficient and businesslike manner, to achieve its objectives as far as possible, while operating in a fiercely competitive environment.
Cyta remains a robust, profitable organisation, with no loans and with investments made with its own capital. The Organisation’s substantial contribution to the country’s economic development has been proven over the long term and, since its establishment until now, Cyta has granted a dividend to the state totalling around €750 million. At the same time, it has made a multi-faceted social contribution, including support for vulnerable groups of society.
Given Cyta’s key role in the development of Cyprus’ operational infrastructure, we continue to invest in cutting-edge technology which improves people’s quality of life, helps the economy become more competitive, modernises entrepreneurship across the country and supports the economy. In this context, Cyta has, among others, a substantial role to play in the especially important National Health Scheme, through the Organisation’s data centres, now upgraded to Tier III and certified to ISO 27001, which are systematically upgraded in order to host especially sensitive data, such as that pertaining to the health sector.
Tomorrow’s Communication Today
Following the successful total upgrade to its networks, Cyta is once more showing the way and bringing tomorrow’s communication today.
It is especially significant that Cyta, in accordance with its mission, invests in infrastructure that secures the provision of broadband services to every area of Cyprus. This is being done without any state or other assistance, in contrast to other countries that have proceeded to expand the development of their networks to rural areas with significant government grants. We are proud that Cyta has made high quality communication accessible to all, even in the most isolated areas of Cyprus.
In 2017, Cyta is reorienting itself to face the new challenges that lie ahead. It continues to be guided by the desire to maximise its value and productivity, building on its undisputed reliability and customer-centric approach. In a constantly changing and competitive environment, Cyta’s aim is to remain the leading player in its field and to continue to be the Organisation responsible for developing the power of communication in Cyprus.
Rena Rouvitha Panou ChairmanΝovember 2017
CYTA ANNUAL REPORT 20164
For Cyta, 2016 was a particularly productive year, during which work on major projects was begun and in some cases completed while continuing on others. Exploiting technological advances in a timely fashion, Cyta carried out significant upgrades to existing services and developed new ones, allowing us to remain relevant to our customers’ modern lifestyle. 2016 was also a year of great challenges and changes associated with the need to adapt to the demands of this digital era. With sure, well-planned steps, Cyta, like all major companies in the sector, is opening up new horizons by making the most of the convergence of IT and communications technologies, which are growing rapidly on a global scale, precisely because they contribute to the competitiveness and modernisation of the economy.
On today’s extremely demanding global scene, collaborations are the most common strategy adopted by telecommunications companies, one which encourages them to look beyond themselves and to be innovative, leading to the marketing of services that transform and extend communication among people.
Cyta deals with challenges through its strategy of differentiation, which focuses on the high quality of the customer experience that we provide and gains substance through personalisation and equal access to modern services from anywhere in Cyprus, even the most isolated location.
Projects and Services
2016 was a very productive year for the Organisation. We implemented important projects in areas that are viewed as cutting-edge by our customers, true to our commitment to quality services, focused technical support and outstanding service.
Fixed Communications
With a view to providing universal broadband access to residential and business customers alike, we are in the final stages of the radical upgrading of the fixed network, through which we will be able to personalise communication with additional facilities and opportunities, tailored to each individual customer. Moreover, acknowledging our customers’ needs for ever-higher access speeds, Cyta is developing its Fibre Optic network, which will enable high-speed connections.
Cytamobile-Vodafone Mobile Communications
In the mobile telephony sector, we continued to operate in a fiercely competitive environment, which is affected by broader global technological developments. Spearheaded by our reliability, we remain by a long way the consumer’s consistent first choice when it comes to Mobile Telephony in Cyprus.
In 2016, work continued on expanding the 4th generation (4G/LTE) network in urban and suburban areas while geographical coverage of the 3rd generation (3G) network exceeded 99%, thus enabling all Cyta customers to enjoy the potential of technology and the Internet even more. And this is continuing without a break, since, starting in the main urban and tourist areas, we recently brought the new 4.5G network into commercial operation and it will gradually be expanded to cover even more areas.
In the context of making the most of the constant upgrading of the mobile telephony network, we went ahead with enhancing our Cytamobile-Vodafone RED plans through the introduction of new apps and content, which add even more value to the already attractive package of services that we offer.
Cytanet Internet Service
Acknowledging our responsibility as the biggest Internet Service Provider in Cyprus, we continued to thrive in 2016, thanks to significant network development projects and the provision οf upgraded services at more attractive rates.
We upgraded the Cytanet network’s local connections with 10Gbps Ethernet connections. The total capacity of our connections to the global Internet is now in excess of 100Gbps, with the emphasis on having connections at strategic points and an agreement to exchange traffic with the major global networks. During 2016, we provided broadband coverage wherever there was a developed copper network, in both urban and rural areas and we extended the Wi-Fi network of the Cytanet Wireless Zone. At the same time, we developed more than 170 Wi-Fi Hotspots all over Cyprus, enabling Internet access outside the home.
With the aim of keeping our sports-loving subscribers happy, we upgraded and enriched the services of Cytanet’s Livestreaming platform.
Cytavision Subscriber Television Platform
Cytavision is the most complete subscriber television platform in the Cyprus market for both sports and themed content. With live and exclusive sports broadcasts from Cyprus and abroad, more than 80 popular channels in all viewing categories and a broad range of interactive services that are constantly being upgraded, it offers quality entertainment and information every day, 24 hours a day.
Message from the Deputy Chief Executive Officer
CYTA ANNUAL REPORT 20165
Cytavision is a key component of Cyta’s Triple- and Quadruple-play options (Fixed Telephony, Internet, Television, Mobile Telephony), contributing decisively to the value of this proposition for our customers.
In 2016 we upgraded Cytavision’s family packages, based on our subscribers’ preferences, renaming them Super Pack, Variety Pack and Value Pack.
During the year, we enriched our content with the addition of the popular Viasat History, Travel Channel, Alpha Cyprus, TV Mall and Sirina TV channels.
Regarding sports content, we continued to provide the most complete package of sports programmes on the Cypriot market, with quality coverage of a broad range of sports and events, with the aim of satisfying and retaining our existing customers while attracting new ones.
Special mention should be made of the top football club competitions in Europe - the UEFA Champions League and UEFA Europa League - the Euro 2016 qualifiers as well as the qualifying games played by Cypriot teams in the UEFA Champions League and UEFA Europa League.
Cloud Services
At a time characterized by significant financial and business challenges, Cyta is in a position to help every business manage its finances, optimise its working practices and increase its profits. Through an expanded portfolio of solutions, we provide businesses with online access to software applications and an IT infrastructure adapted to the needs of each individual business. In this way, we have transformed the high start-up cost of investing in technology into a small operating expense.
In 2016, we upgraded our Cloud Servers service and provided Office 365 for Business by Cyta. Cloud Servers offers businesses a modern IT infrastructure, flexible management in accordance with their real needs, plus Cyta’s technical support, security and reliability. Office 365 for Business provides professional tools for communication and productivity from anywhere, on any device at any time. Furthermore, we continued to enrich our Cloud Services, through the addition to the portfolio of Powersoft Pocket Pro.
Long-Term Dedication to our Residential and Business Customers
For Cyta, what is of particular importance is our customers’ experience with our services when they require flexibility, ease and speed, which combines at all times their real and digital world. This is why, before every project is brought into commercial operation, we confirm its high standards of functionality and availability through essential pre-testing.
And all this takes place with full awareness of the importance that customers give to the protection of their privacy and the security of their personal data. To achieve this, Cyta has set the bar extremely high regarding the measures it takes for the security and protection of the infrastructures and systems through which its services are provided. These are considered exemplary on both a local and international level, something that has been confirmed through our certification to the very demanding ISO 27001 standard, which was one of the
infrastructure projects that was completed in 2016, together with the upgrade of the Data Centres to TIER III and their alignment with international standards.
Continuous Development
In an extremely competitive environment and despite the regulatory obligations that restrict our flexibility in the market, we continue to be the first choice of Cypriot consumers.
We are not complacent and we shall continue on our course of continuous development, making all the necessary changes that guarantee long-term sustainable growth. The implementation of this strategy keeps Cyta in the group of technologically pioneering organisations that are characterised by their provision of high standard telecommunications and digital services. At the same time, Cyta contributes to the Cypriot economy by providing the infrastructure that is necessary for the development of entrepreneurship and the achievement of high rates of growth.
Michalis E. Achilleos Deputy Chief Executive Officer November 2017
CYTA ANNUAL REPORT 20166
Chairman and Members of the Board
Board of Directors for the period 18.7.2016 – 17.1.2019 (Council of Ministers Meeting dated 14.7.2016)
Chairman
Economist
Rena Rouvitha Panou
Vice Chairman
Lawyer
Michalis Moushouttas
Members
Lawyer
Eraklis Agathokleous
Bank Employee
Lenia Matheou-Epiphaniou
Lawyer
Charalambos Avgousti
CYTA ANNUAL REPORT 20167
Members
Economist
Yiannos Stavrinides
Businessman
Frangiskos Frangou
Economist
Maria Ftelleha-Markidou
Business Consultant/Private Company Manager
MariosChiromerides
By decision of the Council of Ministers, dated 1.3.2017, he was appointed as a Member
of the Board for the remainder of its term, i.e. until 17.1.2019, as a replacement
for Mr. Demetris Tsangari
Chairman Christos PatsalidesPermanent Secretary of the Ministry
of Finance
Vice-Chairman Andreas MarangosAdvocate
MembersTasos Anastasiou Senior Business Executive
Antonis Antoniou Architect
Nicolas GeorgiadesEconomist
Emily YiolitisAdvocate
Neophytos Lampertides Academic
Yiannos Stavrinides Economist
Frangiskos Frangou Businessman
Board of Directors for the period 1.1.2014 – 30.6.2016 (Council of Ministers Meeting dated 31.12.2013)
Legal AdvisersAndreas C. Hadjioannou & Sons
AuditorsKPMG
Auditor General of the Republic
CYTA ANNUAL REPORT 20168
Deputy Chief Executive Officer Michalis Achilleos BSc, MSc, MBA
Senior Management - Strategy Panayiotis Kallenos (Senior Manager)Dipl. Eng NTUA
Corporate Strategy and Policy (by assignment) Petros Hadjiantoniou (Manager) BSc (Hons), MSc
Legal and Regulatory Affairs (by assignment) Petros Hadjiantoniou (Manager) BSc (Hons), MSc
Corporate Communications Michalis Papadopoulos (Manager) BScEE, MScEE, MBA
Business Excellence (by assignment) Michalis Papadopoulos (Manager) BScEE, MScEE, MBA
Senior Management - Financial and Administrative Services Antigone Modestou (Senior Manager)FCCA, MBA
Financial Services (by assignment) Antigone Modestou (Senior Manager) FCCA, MBA
Procurement and Stocks Management Nicos Nicolaou (Manager) BScEE, MBA
Personnel Services Efy Christou-Pouri (Manager) BScEcon (Hons), MScIR & PMgt, MBA
Facilities Management (by assignment) Nicos Nicolaou (Manager) BScEE, MBA
Senior Management - Commercial Services Ioannis Koulias (Senior Manager)BSc (Hons), MSc, ΜΙΕΕΕ, MIET, CEng
Consumer Market Kikis Kyriacou (Manager) BScEE, MScΕΕ, MBA
Business Market Maria Damalou-Hadjigeorgiou (Manager) Bsc (Hons), FCA
Customer Services Alexandros Alexandrou (Manager) BEng, MEngEE
National and International Wholesale Market Christos Limnatitis (Manager) Dipl. Eng NTUA, CEng, ΜΒΑ
Aeromaritime Services Costas Mantis (Manager) BScEE, MScΜ
Senior Management - Technology and InformaticsChrysis Phiniotis (Senior Manager)BScEE (Cum Laude), MScEE
Network and Services Operation Georgios Malikides (Manager) Dipl. Eng NTUA, CEng, MBA
Backbone Networks Costas Psillides (Manager) BScEE (Hons), MScEE, MBA
Networks and Services Delivery Platforms (by assignment) Costas Psillides (Manager) BScEE (Hons), MScEE, MBA
Line Access Network (by assignment) Georgios Malikides (Manager) Dipl. Eng NTUA, CEng, MBA
Informatics Georgios Arestis (Manager) Dipl. Eng NTUA
Internal Audit (by assignment)*Efy Christou-Pouri (Manager)BScEcon (Hons), MScIR & PMgt, MBA
Subsidiaries Supervision and Support (by assignment)*Ioannis Koulias (Senior Manager)BSc (Hons), MSc, ΜΙΕΕΕ, MIET, CEng
General Director CytaHellasNicos Charalambous (Manager) BScΕE, MEngEE, MBA
Secretariat and Management Services*Petros Hadjiantoniou (Secretary and Manager)BSc (Hons), MSc
*Under the Chief Executive Officer
Management Team
CYTA ANNUAL REPORT 20169
Corporate Governance at Cyta
CYTA ANNUAL REPORT 201610
BOARD OF DIRECTORS
The Cyprus Telecommunications Authority (Cyta) is governed
by a 9-member Board of Directors, the Members of which are
appointed by the Council of Ministers for a 30-month term.
The Board is responsible for Cyta’s smooth running and
its long-term development and, as such, it approves the
Organisation’s budget and strategy and monitors their strict
implementation. More specifically, the Board is responsible for
ensuring that Cyta maintains its overall functions which, as set
out in the Telecommunications Services Law, are:
• to manage a good and adequate telecommunications
service in the Republic of Cyprus for the Government,
public organisations and the general public,
• to manage all the installations and equipment procured or
to be procured by Cyta,
• to manage all of Cyta’s immovable assets and
• to promote, as far as is feasible, the development of
telecommunications services in accordance with recognised
international standards of practice and public demand.
Moreover, the Board is responsible for the implementation of
all general directives issued by the State through the Minister
of Finance (who is responsible for Cyta), while Members of the
Board represent Cyta at conferences, in meetings and at other
events.
The Board exercises its authority and duties through the Chief
Executive Officer (and/or the Deputy CEO) who, as Cyta’s most
senior executive, is responsible for the implementation of the
Organisation’s policy and for the management of its everyday
activities. Furthermore, the Board is entitled to transfer any of
its powers or executive authority to any Member, to the CEO or
the Deputy CEO, or to Committees comprising Members of the
Board and members of personnel.
To this end, the Board has set up a number of permanent
committees, while for special issues it appoints ad hoc
committees. Permanent committees, which the Board may,
at its discretion, increase, reduce and/or modify, are the Audit
Committee, the Personnel Committee and the Cash & Cash
Equivalents Committee. In certain circumstances, a member of
the Board takes part in the Out-of-Court Settlements Committee,
which is made up of members of personnel. Furthermore, Board
Members are on the Cyta Staff Pensions and Grants Scheme
Management Committee and on the Cyta Permanent Monthly-
Paid Staff Pensions & Grants Fund Management Committee.
Finally, the Members of the Board, together with the Deputy
CEO, make up the Board of Directors of the Cyta subsidiary
Digimed Communications Ltd and they are on the Board of its
subsidiary Cyta Hellas ΑΕ.
RISK MANAGEMENT
As the country’s leading telecommunications organisation and
bearing in mind our responsibilities to society, we have carried
out an assessment of the Organisation’s strategic risks and of
the risks arising from the activities and projects of all our units.
Our objective is to methodically manage the risks and
opportunities that may affect our aims, so as to prioritise the
actions required to deal with them. Our latest ISO 9001 quality
certification, which requires risk-based thinking for activities
and projects, helps with its rational implementation.
When carrying out assessments, we examine the risks that may
affect our financial and operational targets, our aims concerning
growing or maintaining our customer base and reputation, as
well as those involving our employees’ and customers’ health
& safety, information security, the environment and compliance
with laws and regulations.
We aspire to create a culture of rational risk management
through the allocation of authority, responsibility and
accountability.
INTERNAL AUDIT DEPARTMENT
The Internal Audit Department (IAD), as an independent and
objective security mechanism and provider of consultancy
services, helps the Organisation achieve its objectives through
the implementation of a systematic, disciplined approach to the
evaluation and improvement of the effectiveness of its activities
in the areas of risk management, monitoring and governance.
Having strict responsibility for the confidentiality and protection
of the Organisation’s archives and data, the IAD has full, free
and unrestricted access to all the documents, ownership
information and personnel of the Organisation and its
subsidiaries in order to carry out any audit.
The IAD has the full support of the Organisation’s Board and
Management. The Internal Audit Manager reports to the Audit
Committee of the Board of Directors on operational issues and
to the CEO on administrative matters.
The IAD is manned by personnel qualified in a broad range
of specialist areas, including accountants, an IT engineer and
manager. Tremendous importance is placed on the regular
training of internal auditors on issues pertaining to internal
audits, technology and IT as well as more general topics
concerning the Organisation’s activities. A number of auditors
in the Department have obtained professional qualifications
in internal audit subjects such as Certified Internal Auditor
CYTA ANNUAL REPORT 201611
(CIA), Certified Control Risk Self Assessor (CRSA) and Certified
Information Systems Auditor (CISA).
The IAD may also use external consultants for specialised audits
and/or to extend the scope of an audit.
AUDIT COMMITTEE
The Audit Committee, which was established in 2004, operates
in accordance with the principles of Corporate Governance and
is comprised exclusively of Members of Cyta’s Board of Directors.
According to its mandate, the Committee reviews, inter alia, the
following issues:
• The Organisation’s Financial Statements and the underlying
accounting principles according to which they are prepared.
• The Organisation’s Corporate Risk Management policy.
• The Annual Audit Programme, which is drawn up on
the basis of the results of a risk assessment of Cyta, and
progress made on its implementation.
• Reports prepared by the Internal Audit Department for
Cyta and its subsidiaries in the framework of examining
the effectiveness of their Internal Control Systems.
• Recruitment to the Internal Audit Department and actions
taken to improve its processes and organisational structure
and to train its personnel.
CYTA ANNUAL REPORT 201612
Corporate Social Responsibility
CYTA ANNUAL REPORT 201613
OUR APPROACH TO CORPORATE SOCIAL RESPONSIBILITY
Corporate Social Responsibility (CSR) is a term that has
been used more and more frequently in recent years and it
is generally accepted that different companies, individuals,
consultancy firms and organisations attribute their own
meaning and content to it. To some enterprises, CSR is
about how they allocate part of their revenues for social or
environmental causes, which are often unrelated to their
business activities. Although such actions are beneficial to
society or the environment, they do not contribute to the
competitiveness and long-term sustainability of the business.
This practice is therefore not sustainable in the long term
or when the company faces financial difficulties such as the
present crisis. Some other businesses use CSR activities as a
marketing tool and sometimes to conceal their bad business
practices in other areas.
For us at Cyta, CSR mainly concerns how responsibly we
behave as an organisation in all our business activities and in
our relationships with all those who are affected by Cyta in
some way. We acknowledge that we are an integral part of the
society in which we operate and that, through our business
activities, we may make a positive contribution but we may
also have a negative impact on it. We also recognise that CSR
can be a source of innovation and contribute to the long-term
sustainability and competitiveness of our Organisation while
benefiting our stakeholders and society as a whole.
For Cyta, CSR is the voluntary management of the social,
environmental and economic impacts – positive and negative
– of the Organisation’s operations on its stakeholders, over
and above its legal obligations. We have adopted a holistic
approach since this takes into account not only the positive
but also the negative impacts that we may have on the three
dimensions of CSR – social, environmental and economic – as
well as on all stakeholders, i.e. all those who are affected by –
or who themselves affect – Cyta. The Organisation’s primary
stakeholders are its customers, partners and suppliers, the
whole of society and the State, as its owner.
We officially adopted this approach to CSR when we signed
the Sustainability Charter of the Association of European
Telecommunications Network Operators (ETNO) in 2004 and
committed ourselves to providing products and services that
offer significant environmental, social and economic benefits.
We also made a commitment to integrate environmental,
social and economic responsibility into our business activities,
reducing wherever possible any negative impacts arising from
such activities. The Sustainability Charter was replaced by
ETNO’s Corporate Responsibility Charter in 2012.
Our objective, where CSR is concerned, is to implement its
integrated management at Cyta. In other words, to make CSR
an integral part of the way the Organisation operates and not a
separate, isolated process.
In accordance with the National Action Plan on Corporate
Social Responsibility, drawn up by the Directorate-General
for European Programmes, Coordination and Development
(formerly the Planning Bureau), non-financial indicators – i.e.
CSR indicators – are included for the fourth time in this 2016
Annual Report. In this way we wish to give a more complete
picture of the Organisation’s performance regarding the three
dimensions of Corporate Social Responsibility: economic,
environmental and social.
ECONOMIC PERFORMANCE
Cyta is one of the largest organisations in Cyprus and, as such,
has made an undeniable and notable contribution to the
country’s economy. The economic dimension of Corporate
Social Responsibility concerns the positive and any negative
impact that the Organisation has on the financial situation of its
stakeholders and on the country’s economy.
Cyta has a direct financial effect on the economy through the
provision of jobs, the purchase of products and services from
its suppliers, the sale of products and services to its customers,
and the payment of taxes and a dividend to the State.
The financial statistics below illustrate the direct financial
contribution of the Organisation to society through its
payments to its employees, suppliers and the State.
Direct economic value generated
Direct economic value is generated from the revenues that
Cyta earns from services, which are its main source of income.
A small percentage of its revenue (3-4%) is from funding and
other sources.
CYTA ANNUAL REPORT 201614
Direct economic value generated (€’000)
Distributed economic value
The economic value distributed by Cyta includes payments
made outside the Organisation, including its operating costs,
salaries and other benefits to employees, the dividend paid to
the State and payments to government bodies.
Operating Costs
The operating costs reported here, for the purpose of reporting
the distributed economic value, include content licences,
service use licences, maintenance costs, rents and payments to
associates and staff training costs. They do not include salaries
and staff benefits (which are presented separately), stamp
duties, write-offs and provisions for bad debts.
Operating costs (€’000)
Employee Salaries and benefits
Employee’s salaries and benefits include the Organisation’s total
outflows for its personnel, such as salaries and pensions, social
security, healthcare and insurance. They do not include staff
training costs (which are included in the operating costs).
Employee Salaries and Benefits (€’000)
Dividend to the StateCyta pays a dividend to the Republic of Cyprus, the amount of which is determined, according to the law, by the Council of Ministers.
Dividend to the State (€’000)
Payments to government bodiesPayments to government bodies include all paid taxes and fines, including stamp duties.
Payments to government bodies (€’000)
€0
€100,000
€50,000
€200,000
€150,000
€250,000
€300,000
€400,000
€350,000
€500,000
€450,000
20162015201420132012
20162015201420132012€0
€200,000
€180,000
€160,000
€140,000
€120,000
€100,000
€80,000
€60,000
€40,000
€20,000
20162015201420132012€0
€160,000
€140,000
€120,000
€100,000
€80,000
€60,000
€40,000
€20,000
2016201520142013*2012€0
€10,000
€20,000
€30,000
€40,000
€50,000
€60,000
€0
€22,000
€20,000
€18,000
€16,000
€14,000
€12,000
€10,000
€8,000
€6,000
€4,000
€2,000
20162015201420132012
* The dividend for 2013 had not been determined when this report was published
CYTA ANNUAL REPORT 201615
Indirect economic valueThe indirect economic value created by Cyta is much more difficult to measure and includes the broader effects on the economy due to its existence and operation. Cyta’s products and services play a catalytic role in improving the productivity and competitiveness of Cypriot businesses and in the shaping and development of society. By purchasing products and services from suppliers in Cyprus, we reinforce job creation and the sustainability of Cypriot businesses. Through the payment of salaries to our personnel, we strengthen their purchasing power, the local market and the economy.
CUSTOMERS
Our customers, as the primary stakeholders, are at the core of our business strategy and their satisfaction is an important indicator of the effectiveness of the strategy.
Evaluating customer satisfactionWe implement various practices for the evaluation and maintenance of customer satisfaction.
Customer surveys are carried out to measure customer satisfaction at every point of contact, i.e. in Cytashops, with Partners, Technical Customer Support (TCS) Crews, the Cyta Call Centre and the Complaints Management Service. These surveys are carried out via telephone interviews with customers with recent experience at each point of contact. Statistics are gathered on a monthly basis and the results are collated every quarter.
Additionally, surveys are carried out at Cytashops using the Mystery Shopper method to monitor customer service procedures. Regarding business customers, surveys are carried out to measure their level of satisfaction with the service provided. This survey is carried out once a year through personal visits to business customers.
Apart from measuring customer service satisfaction, surveys are also carried out to discover the level of customer satisfaction with every service we provide, such as Fixed Telephony, Internet and Television (Triple Play). These surveys take place once a year using telephone interviews with customers of each service.
Furthermore, surveys are carried out to discover the reasons why customers terminate their Cyta service and/or transfer to another operator. These surveys take place once a year using telephone interviews with customers who have terminated their service or transferred to a competitor.
In addition, telephone surveys are carried out every two months by the Cyta Call Centre among customers who have reported a complaint during the previous two-month period. The aim of the surveys is to measure the level of satisfaction with the way their complaint was dealt with by Cyta. Also, monthly telephone surveys are carried out by an external partner with the aim of evaluating the level of satisfaction with the complaints reporting process, which concerns the channels by which complaints are submitted (Cyta Call Centre, Cytashop,
Website) and with the way in which complaints are handled. The results are sent to us every quarter. Mechanisms giving customers the opportunity to commentCyta views any complaints submitted by customers as a wealth of information and their careful examination is considered as an essential ingredient for continuous improvement. Our ultimate aim is to align the services we provide with the constantly increasing demands of our customers, which we manage with full awareness of our responsibility to the consumer. Customers have the opportunity to make comments or submit complaints (a) online via the website, (b) in person by visiting any Cytashop, (c) by telephone with a call to the Cyta Call Centre or (d) by mail. Comments, thanks and complaints are entered into the electronic complaints system managed by the electronic Complaints Management Service
Using social networks for customer supportSocial networking applications are being used to develop additional and more modern channels of communication with our customers. Indicatively, it should be noted that we created a Twitter account and designed a Forum providing technical and other support to customers. Additionally, customers are served through Facebook. This means that customers who choose to contact us through social networks are served without having to wait in line and, at the same time, the replies provided by Cyta are permanently available to the whole community of users.
CytaInfo+ smartphone appWe also created a new special smartphone app which we called “CytaInfo+”, which provides constant and immediate assistance to users who can find the programme schedule and information on all the Cytavision channels and organise their favourite channels and movies. They can also locate the nearest Cytashop and Cytanet Wi-Fi Hotspot. At the same time, the app keeps them informed with tips from Cyta’s Twitter account (@cytasupport), Frequently Asked Questions from Cyta’s various contact points and lets them visit the Cyta Forum to resolve any queries with the help of the Organisation’s experienced personnel. Users can also receive information about special offers and other Cyta news.
Below are some results of our customer satisfaction surveys.
CYTA ANNUAL REPORT 201616
Customer satisfaction with contact point serviceCustomer satisfaction with service at Cytashops, from Technical Customer Support and the Cyta Call Centres is at quite high levels. As expected, customers are less satisfied with the management of their complaints but this is due to the fact that the particular customers may not always obtain the desired result from the specific process.
Customer Satisfaction with Service
Overall customer satisfaction with servicesCustomer satisfaction with Cyta’s services remains high. Price and special offers are now the most important aspects affecting satisfaction and the choice of provider as regards mobile telephony, as well as Internet and television services. The quality of service is also one of the key factors in the choice of provider, an area in which our customers are found to be extremely satisfied.
Cyta’s services are rated extremely highly, both by Cyta’s own customers and by those of the other providers.
Overall Service Rating
Net Promoter ScoreThe Net Promoter Score (NPS) has been used widely in recent years by companies around the world to measure a company’s customers’ willingness to recommend it and it is interpreted as an indication of customer loyalty. The NPS has been measured for Cyta (organisation and main services) over the past three years.
The NPS for Cyta was 26% in 2016, which is higher than the average NPS for telecommunications services in Cyprus, revealing Cyta’s dominance in terms of customer recommendation compared to the other telecommunication companies on the island.
NPS
Complaints average per serviceConsidering the number of active customers, a very small percentage of them ever submits an official complaint. In case of a problem, customers tend to contact the Cyta Call Centre or a Cytashop for support and assistance. In 2016, there was a considerable reduction in the complaints indicator compared to 2015 (0,47% compared to 0,85% in 2015).
Complaints average per service 2016
2014 2015 2016
ComplaintsManagement
TechnicalCustomerSupport
Cyta Call Centre
PartnersCytashop
60%
50%
80%
70%
100%
90% 86%89%88% 86%
64% 64%
76%
87% 88%88% 90%91%
83%88%86%
2014 2015 2016
Mobile Telephony Triple Play (Fixed Telephony,
Internet, TV)
72%
82%
67%
76% 78%78%
0%
20%
10%
40%
30%
60%
50%
80%
70%
100%
90%
DSL CytaVision ISDN MOBILE TELEPHONY
FIXED TELEPHONY
Total complaints
0,00%
0,40%
0,20%
0,60%
0,80%
1,00%
1,20%
1,40%
1,60%
0,61%
1,43%
0,20%
0,80%
0,23%
0,65%
NPS Cyta CY Telecommunications
2014 2015 2016
18%
21%
17%
26%
15%
12%
0%
5%
10%
15%
20%
25%
30%
CYTA ANNUAL REPORT 201617
“Everyone has a right to Communication!”
The accessibility of telecommunications products and services
by individuals with disabilities or visual, hearing or mobility
impairment is an important issue of corporate responsibility for
Cyta. We believe that all people have a right to communication
and for this reason we make the most of new technologies with
the aim of offering equal opportunities in communication to
everyone. In 2013, under the banner “Everyone has a right
to communication”, we presented an integrated range of
products, services and solutions for people of all ages who face
particular difficulties in communicating. The specialist equipment,
which is available from Cytashops, is sold at cost price and
has special features such as amplified sound for those making
and receiving calls, a large keypad, illuminated warnings of
incoming calls, etc., which help those with impaired hearing,
vision and mobility. Moreover, Cyta places particular emphasis
on service, especially to people with special communication
needs, and it is constantly broadening and upgrading its
communication channels. It should be noted that the online
Cyta Forum is particularly used by people with communication
difficulties, such as those with hearing impairment since their
written messages receive immediate replies online.
Additionally, a new initiative taken by Cytamobile-Vodafone,
taken in response to the needs of those with hearing
impairment, offers free Video Call minutes through its RED
plans for customers with hearing impairment.
Through this new initiative, which confirms the widely held
belief that the Organisation is a reliable partner of its customers
and of society in general, the free Video call minutes are
automatically provided to customers choosing a RED PLAN
(with a device or only with a SIM card).
Responsibility for products and services
Cyta, as a responsible organisation, takes full responsibility
for its products and services, keeps up-to-date on any issues
that may arise and promotes their responsible use as well as
protecting its customers from possible dangers. Some examples
are our activities to promote safe Internet use, especially among
the vulnerable child population, fighting bullying in schools,
discouraging mobile phone use while driving and the recycling
of telephone equipment.
Safe Internet
Since 2001, Cytanet has been giving presentations in primary,
secondary and technical schools, as well as in private
schools, entitled “The Internet: A Tool for All”. Through these
presentations, pupils have a chance to get to know the main
services available online and the advantages and weaknesses of
the Internet, as well as to learn about new online applications
in their daily lives. The main emphasis is placed on the dangers
and pitfalls that pupils may encounter while browsing the
Internet and on practical ways of dealing with such dangers.
During the 2015-2016 academic year, a total of 140 visits were
made to schools throughout Cyprus and 13.889 pupils and
teachers attended the Cytanet presentations. Since 2001, some
1.126 visits to schools have been made and more than 121.000
pupils and teachers have attended the presentations.
At the same time, wishing to educate parents about the
Internet and its safe use, in conjunction with the Pancyprian
School for Parents, Parents associations and head teachers
and with the support of the Ministry of Education & Culture,
we offer a training programme entitled “The Internet in our
Children’s lives – Safe and Responsible Use”. The programme
is aimed primarily at parents but also at bodies involved in
children’s education. In lectures, particular mention is made of
the Safe Internet service, which protects children from illegal,
undesirable and harmful online content, and the safeMobile
parental monitoring solution. Both services are provided free by
Cyta. The seminars are open to parents from all towns, through
the Parents association of their children’s school.
Also, every year, Cytanet takes part in international events
to mark Safer Internet Day. On this occasion, a seminar
organized jointly with the Ministry of Education & Culture,
entitled “Play your part for a better internet”, was attended
by over 900 primary, secondary and technical school pupils,
teachers, parents and other interested parties. Among them
were children from the School for the Deaf, who followed the
seminar via Real Time Capturing, which enables the real-time
transcription of the spoken word.
The aim of the seminar was to help attendees to understand
that it is the responsibility of all – children, teachers, the
state and others – to ensure that the Internet is transformed
into a better source of knowledge, communication and
entertainment. During the seminar, the pupils took part in
activities and competitions, which gave them the chance to be
trained in safe Internet use.
CYTA ANNUAL REPORT 201618
safeMobile
A new free parental monitoring solution has been made
available by Cytamobile-Vodafone (safeMobile), a tool that
empowers parents to provide monitored freedom and
protection to their children when using their mobile phones.
This new solution is the continuation of the Organisation’s
longstanding social contribution, reinforcing the sense of
certainty and security felt by Cyta’s customers.
According to a survey carried out for Cyta by Pulse Market
Research in July-August 2014, 80% of children aged 8-14 have
their own mobile phone and 68% of those have a smartphone.
It also emerged that parents are concerned about how their
children use their mobile phone and are uncertain about
the potential dangers of today’s digital world in which their
children live.
The new safeMobile app from Cytamobile-Vodafone gives
parents the chance to:
• determine with whom their children speak and exchange
text messages, barring anyone they do not trust,
• decide which apps their children will be able to access on
their mobile phone,
• know at any given moment where their child is, through
GPS Locator and
• receive complete information about the type and duration
of their child’s smartphone use.
At the same time, Cyta, in conjunction with the Pancyprian
School for Parents and with the support of the Ministry of
Education & Culture, continues to upgrade the educational
presentations on Internet safety that it began in 2001,
presenting both Safe Internet and the safeMobile parental
mobile phone monitoring solution. The seminars are open to
parents in all towns, through the Parents Associations of their
children’s schools.
“Cleanfeed”
With the aim of protecting customers from illegal Internet
content, we have implemented a special protection system,
widely known as “Cleanfeed”. This system blocks access to
websites with content that is illegal according to Cypriot
law. The main sites to which access is restricted contain child
pornography. With the introduction of this special system, all
Cytanet customers have “clean” Internet access.
“Beat Bullying” app
School bullying is now carried out via electronic means.
Some 6% of children aged 9-16 have received insulting or
harmful messages. Recognising the seriousness of the effects
of this phenomenon on children, Cyta decided to support
the campaign against school bullying by offering the first
“Beat Bullying” mobile app, which gives children free and
anonymous communication, lets them find out the latest
international news on bullying issues, provides practical advice,
enables them to call 116111 (the European Children & Youth
Helpline) and to send text messages reporting that they are
being bullied or have witnessed bullying. The app is available
free from the Google Play store.
Vidatrack
Vidatrack, which is offered in conjunction with Vidavo, is a
personal tracking system for emergency situations, which
contributes to giving independence and freedom of movement
to people that belong to sensitive and vulnerable social groups
and are unable to carry out their essential daily tasks entirely
by themselves. The service gives a greater sense of safety and
security in the daily life of the user and his/her family and carers.
The benefits and capabilities of the service, via the special
GPS tracker, which the user has with him/her at all times, and
the Vidatrack app, are: the immediate detection of the user’s
location, the sending of a call for help to the relative/carer
via text message at the press of a “panic button”, immediate
communication with three pre-set telephone numbers and the
ability to receive incoming calls.
Recycling/Re-use of mobile and fixed phones
Cyta’s programme for the recycling and re-use of mobile
and fixed telephones and their related accessories began in
2010 and was the first of its kind in Cyprus. The aim of the
programme is primarily to protect the environment and public
health from uncontrolled dumping as well as to raise public
awareness of, and participation in, recycling.
Through the programme we encourage our customers and the
general public to return mobile and fixed phones that they no
longer need to Cytashops or stores on the Cytamobile-Vodafone
Sales Network. Additionally, collection bins are hosted at various
events organised by other bodies, schools and companies. Proceeds
from the recycling project are donated to various charities.
CYTA ANNUAL REPORT 201619
Mobile & fixed phones & accessories collected (kg)
PERSONNEL
As a responsible, good employer, Cyta manages and makes
the most of its personnel through the implementation of
management systems and development/support programmes
which assist them in their professional as well as their private
lives, as part of its work-life balance policy.
Our Organisation offers its personnel far more than is prescribed
in the relevant legislation. Among other things, it takes care
of the health and welfare of its employees and their families
through the Medical Fund, the Occupational Health Centre and
the Cyta Staff Welfare Fund. It provides psychosocial support
services to its personnel and their families through the Social
Worker, as well as financial assistance to needy employees,
pensioners and employees’ widows and orphans. Cyta also
offers student and housing loans and organises social activities
for members of staff and their families.
Our workforce
The size of our workforce is an indication of the size of the
impact Cyta has on labour issues and on society in general.
Our workforce includes permanent monthly-paid employees,
hourly-paid employees and a small number of external
associates on fixed-term contracts.
The following charts show the size of the workforce as at
31/12/2016, broken down by employment and gender.
Workforce
Workforce by gender
Permanent Monthly-Paid Personnel
Hourly-Paid Personnel
2012 2013 2014 2015 20160
50
100
150
200
250
300
Permanent monthly-paid Hourly-paid Partners
0 500 1000 1500 2000 2500 3000
2012
2013
2014
2015
2016
Men Women
201620152014201320120%
20%
40%
60%
80%
100%
Men Women
201620152014201320120.00%
20.00%
40.00%
60.00%
80.00%
100.00%
CYTA ANNUAL REPORT 201620
Partners
Health and Safety in the Workplace
The health and safety of our employees is one of our top
priorities. The main indicators of the level of staff health and
safety are the number of accidents and the number of calendar
days of sick leave per employee. In 2016 no employee died
as a result of a workplace accident or work-related illness. The
number of accidents appears to have stabilised in recent years.
Accidents
Sick Leave
Personnel Training
Cyta provides significant opportunities for training,
development and learning, subsidising staff participation in
training programmes, certifications and educational materials
related to their work and organising specialist courses on
issues of development which improve productivity as well as
employee job satisfaction, such as, for instance, teamwork,
leadership-mentoring and customer-orientation, as well as
technology and IT.
Personnel Training
Men Women
201620152014201320120.00%
20.00%10.00%
40.00%30.00%
60.00%50.00%
80.00%70.00%
100.00%90.00%
Traffic Workplace
201620152014201320120
10
20
30
40
50
60
70
Calendar days per employee
201620152014201320120
2
4
6
8
10
Training days per employee
201620152014201320120
1
2
3
4
5
CYTA ANNUAL REPORT 201621
Industrial RelationsCyta, as a responsible employer, respects the right of its employees to trade union membership and, for this reason, 100% of our personnel – monthly- and hourly paid – are covered by agreements based on collective bargaining. (See also the Chapter on “Management”, sub-heading “Human Resources”, paragraph “Industrial Relations”.)
Employee performance evaluationPerformance evaluation contributes to the personal development of employees. At Cyta, all permanent monthly-paid employees receive an official evaluation of their performance every year.
In 2016 a new Hourly-Paid Personnel Payroll System was introduced, based on an evaluation of the performance of the hourly-paid personnel in conjunction with their years of service.
Voluntary workCyta employees are sensitive to social issues and they make their own contribution to society. For some years now, we have established and promoted voluntary blood donation sessions. Every year these are held on a regular basis in all districts in the workplace and during working hours. Furthermore, members of staff, working in volunteer groups in all towns, offer assistance to colleagues and their families who are facing particular problems. They also organise charity fundraising events from time to time. On a voluntary basis, Cyta personnel, together with associates and customers, also supported various activities of a social nature organised by the Organisation.
Employee perceptions of CytaCyta recognises its employees as a very important participant and a crucial element in the achievement of its business strategy. For this reason it is continuously developing channels of communication and dialogue with its personnel.
ENVIRONMENT
While recognising its positive contribution, Cyta is also aware of the negative impacts that its activities, products and services can have on the environment and, for this reason, it has been active on environmental issues after formulating its Environmental Policy in 2001. The environmental policy commits the Organisation to offering products and services that contribute to sustainable development and to working towards the minimisation of the negative impacts of its operations on the environment.
The most significant environmental aspects of Cyta’s operations, products and services are the use of energy, in the form of electricity and fuel, the production of waste – mainly electric and electronic waste – and the consumption of other resources such as paper and water.
Electricity consumptionCyta uses electricity to power its telecommunications equipment, as well as to control the temperature in those areas where it is installed (around 70%) and to power its offices. In 2016, there was a small reduction in electricity consumption compared to 2015, due to coordinated energy conservation efforts.
It is worth noting that the freezing of development costs, due to the financial crisis, affected the implementation of actions planned to reduce electricity consumption even further, such as the replacement of obsolete and energy-inefficient heating/cooling units and rectifier systems with new, more efficient equipment.
Electricity Consumption (MWh)
Fuel consumptionFuel is used at Cyta by its fleet of vehicles, for the heating of offices in winter, for generators and various other types of equipment. In 2012 we initiated activities for reducing fuel consumption through the reorganisation of our fleet, the reduction of the number of vehicles, the renewal of the fleet with more energy-efficient vehicles and the implementation of a telematics vehicle fleet management system. Specifically, in the context of restructuring the Cyta fleet, significant efforts were made to reduce the number of vehicles through the creation of a Common Use Vehicles Group in more buildings, apart from our Head Offices where this institution was already in operation. At the same time, a redistribution of vehicles took place so that the most energy-inefficient and older ones could be withdrawn from service.
As regards generators and machinery, we reduced the number of mobile telephony base stations with 24-hour support of generators and this led to a reduction in fuel consumption.
Electricity consumption
201620152014201320120
10
20
30
40
50
60
70
CYTA ANNUAL REPORT 201622
Fuel Consumption (litres)
Paper consumption for customer billsWith the aim of reducing the consumption of resources, in November 2011 we discontinued the sending out of itemised bills for Fixed Telephony and Cytamobile-Vodafone Mobile Telephony. This initiative, with the help of our customers, led to a substantial saving of the amount of paper required for the printing and mailing of itemised bills. In 2013, we saved some 1.7 tons of paper compared to 2012, while in 2014 we saved a further 1.9 tons. In 2015, we saved a further 6 tons of paper compared to 2014 and on 2016, 3 tons more than in 2015. Two tons was saved in envelopes.
Paper for Customer Bills (tons)
Use of recycled paper
Our environmental policy commits us to offering environmentally
friendlier products. Since 2011, the Telephone Directory and
Yellow Pages have been printed on 40% recycled paper.
At the same time, in our effort to raise public awareness of
the need for environmental protection, we urge people to
recycle their old telephone directories through the recycling
programmes of Green Dot Cyprus, with which we cooperate.
Paper consumption for telephone directories
In addition to using recycled paper for the printing of telephone
directories, we adapt the number of directories produced every
year according to demand so as to reduce the consumption
of resources and the corresponding environmental impact. In
2016 we managed an 18,6% reduction (14 tons) in the amount
of paper used on directories compared to the previous year, by
reducing the number of copies of the Telephone Directory and
Yellow Pages.
Paper for Telephone Directories (tons)
Water consumption
At Cyta we do not consume large amounts of water since its use
is precisely the same as domestic use, i.e. for restrooms, canteens
and gardens. However, we consider water use as an important
aspect of our environmental impact since the country frequently
suffers from drought and a lack of adequate amounts of water.
For this reason, we have long promoted various measures that
aim to save this precious resource. These include using water
from boreholes (where they exist) for the watering of gardens,
placing water-saving filters on taps, using dual-flush toilets and
automatic flushing sensors in new and refurbished buildings.
Vehicles Heating Generators and machinery
201620152014201320120
200.000
400.000
600.000
800.000
1.000.000
1.200.000
1.400.000
1.600.000
1.800.000
Printing paper Envelopes Total
201620152014201320120
20
40
60
80
100
120
Total weight of Directories
Total content of recycled paper
201620152014201320120
100
200
300
400
500
CYTA ANNUAL REPORT 201623
Total Water Consumption (tons)
Carbon dioxide emissionsCarbon dioxide (CO2) ) emissions are caused either directly, by the burning of fossil fuels by our fleet of vehicles, for heating our buildings, in generators and other equipment, or indirectly, through the use of fossil fuels on the part of the EAC to generate the electricity that we consume.
Carbon Dioxide Emissions (tons)
Waste Management The reduction, re-use and recycling of our waste is one of the commitments of our environmental policy. Cyta was the first organisation in Cyprus to register Zero Waste to Landfill, for which it obtained the relevant verification from TUV Cyprus Ltd, showing in action its respect for and responsibility towards society and the environment.
Verification is obtained when an organisation recycles more than 95% of its waste.
Essentially, despite its size and the enormous range of its activities, Cyta succeeded through its systematic environmentally friendly policy in recycling 95.5% of the waste created by its activities, and just 4.5% being sent to landfills.
Cyta’s firm objective remains to maintain and reduce further the amount of waste that is not recycled.
The first types of waste to be recycled were old cables and scrap metals, obsolete telecommunications equipment, old telephone directories and office waste paper. Today we also recycle or promote the re-use of plastic waste, old vehicles, electrical and electronic equipment, batteries, accumulators, packaging waste and toner and ink cartridges. Garden waste is sent for composting. Domestic waste packaging (e.g. cans, plastic bottles, etc.) from our administrative offices are collected separately for recycling by Green Dot Cyprus Ltd.
Across our sales network and in our administrative offices, we operate a programme for the recycling and re-use of mobile and fixed phones and accessories and we collect used household batteries from the public and our personnel, which are collected for recycling by Afis Cyprus Ltd. The types and amounts of waste that we have collected in the past five years are shown in the following tables:
Waste (tons)
Waste (tons)
Total water consumption
201620152014201320120
5,000
10,000
15,000
20,000
25,000
From electricity
From vehicle fuel
From heating fuel
2012
2013
2014
2015
2016
0 10.000 20.000 30.000 40.000 50.000 60.000
2016 2015 2014
2013 2012
Plasticwaste
Scrapmetal
Gardenwaste
Commercialpackaging waste
(cardboard,wood)
0 20 40 60 80 100
2016 2015 2014
2013 2012
Cables, etc.
Excavation waste
Office waste paper
0 100 200 300 400 500 600 700
CYTA ANNUAL REPORT 201624
Waste (tons)
Waste (tons)
SOCIETY
Cyta recognizes that it is an integral part of the society in which
it operates and with which there is a mutual influence and
involvement. As a public utility organisation, it was established
to serve society and, for more than five decades, it has made a
huge contribution to the development of Cypriot society and
the economy.
In addition to its direct impacts on society, through the provision
of electronic communications products to its customers and
employment to its personnel, the procurement of products
and services from its suppliers and through the payment of a
dividend and taxes to the State, Cyta supports broader society
in a multiplicity of ways and at every opportunity. Below are
some of the most important ways in which we supported
society in 2016.
Health and WelfareOn the subject of health, we again supported the Centre for Preventive Paediatrics, by organising in December 2016 in Castle Square, Kato Paphos, the fourth Cyta Santa Run, which has become the biggest Christmas charity event in Cyprus.
In addition to its contribution to the Centre for Preventive Paediatrics in the form of services, Cyta also donated the token amount of €1 for every purchase of a mobile phone or tablet from all the Cytashops during the month of December 2016.Moreover, in 2016 the new interactive website of the Cyprus Medical Association (CMA) www.cyma.org.cy was launched. It is an Interactive Health Portal, developed with the help of Cyta and its subsidiary Cytacom Solutions, making use of the very latest technological infrastructures. Accessible from a mobile phone, it provides correct and trustworthy information on the health sector in Cyprus, with the status, experience and reliability of Cyta and the CMA.
The Health Portal provides valid and reliable information with the aim of promoting interactive online communication between the CMA, its members and all those active in the Cypriot health sector.
Furthermore, the website allows fast access to reliable information about the legislation governing medical practice in Cyprus as well as the dates of conferences, seminars and lectures on medical matters.
Another project being carried out in collaboration with the Strovolos Municipal Multi-Purpose Centre and Vidavo is Telecare.
Telecare uses smart applications that can automatically process data from a variety of electronic sources (motion sensors, optical detectors, microphones, vital sign monitors, etc.) in the home of a patient or elderly person so that their health can be monitored and any problems identified.
2016 2015 2014
2013 2012
Non-chlorinated transformer
paint
Ink cartridges
0 10.5 1.5 2.5 3.5 4.52 3 4 5
2016 2015 2014
2013 2012
Electrical andelectronic
equipmentwaste
Vehicle waste
0 20 3010 40 50 60 70 80 90 100
Electricity Polesand Accumulator
waste
CYTA ANNUAL REPORT 201625
This project enables members of the Strovolos Municipal Multi-Purpose Centre to try and test two Telecare applications free of charge:
1. Alert Button Incorporated into a bracelet, it provides
wireless communication between elderly users and their
carer/family.
2. Location Tracking It sends information about the user’s
precise location at any given moment.
Cytanet again supported the Cyprus Scouts Association through the provision of services, training and active involvement in local and global events, such as the internationally known youth programme event Joti-Jota (Jamboree-On-The-Air and Jamboree-On-The-Internet). Joti-Jota’s objective is to encourage scouts to communicate and get to know one another and to build relations among scouts all over the world via the Internet and Wireless.
Regarding our own personnel’s Health & Welfare, in 2016 the Occupational Health Centre continued to provide primary healthcare services and consultations for every interested employee. Furthermore, through the Centre, preventive medicine programmes, aimed at targeted groups or all personnel were implemented
Social support of personnel continued through the Social Worker services as well as through the granting of financial assistance to needy employees.
In February 2016, in conjunction with the Volunteer Commissioner, Cyta organised a seminar at its Amphitheatre on “Making the Most of Social Media”.
The seminar was attended by representatives of NGOs and other organisations (CCCI, Cyprus Paraplegic Association, Youth Board of Cyprus, Pancyprian Volunteerism Coordinating Council, etc.). The aim of the seminar was to inform them how to make optimum use of Social Media in order to promote their work and activities more effectively and to attract new members.
The seminar presented ways of better understanding the digital ecosystem and of laying the foundations for a strategy to make the best use of technology and Social Media in the dynamic that is developing in the area of volunteerism in Cyprus. The ultimate objective of this particular effort is to make society more aware and active in the field of voluntary work.
Finally, social and cultural events were organized for members of personnel and their families, while awards and grants were presented to outstanding student members of Cyta employees’ families.
ON CARDIACCyta is constantly in the lookout for opportunities to use its products, services and expertise to resolve social problems and benefit broader society. Two years ago, in cooperation with the Cyprus Resuscitation Council (CRC) and the Ministry of Health, Cyta implemented the pioneering new ON CARDIAC service. In case of anyone suffering cardiac arrest in a public place, ON CARDIAC enables the CRC to send a text message to individuals trained in basic cardiopulmonary resuscitation (CPR) and in the use
of Automated External Defibrillators who are close to the patient’s location and can offer immediate assistance. ON CARDIAC can thus contribute significantly to timely intervention and the saving of lives. The service is provided free by Cyta, both to ordinary citizens and to the CRC. Cyprus and Cyta are among the few countries and mobile telephony service providers to provide such services.
Cyta and road safety
In 2016, Cyta continued to demonstrate the special interest that
it has developed over the years, with significant and regular
action, in Road Safety, an issue of concern to the whole of
Europe and to Cyprus in particular.
Since 2004, Cyta has consistently honoured through action its
signature and commitment to the European Road Safety Charter
(ERSC) to contribute to reducing the number of road deaths and
for yet another year it focused its main efforts on raising road
safety awareness through special training, mainly among young
people who make up a large percentage of the victims of traffic
accidents in Cyprus. To this end, Cyta continued to hold special
road safety seminars for young people and, in particular, conscripts
serving in the National Guard. Since 2004, it has provided
training to more than 85.000 young people all over Cyprus.
Additionally, having succeeded in reducing the number of
accidents involving service vehicles by 50% since 2003, Cyta
continued to invest in the training of its own employees and in
the safety of its service vehicles. Regarding its fleet in particular,
it should be noted that Cyta ensures that all the vehicles it
purchases are not only fully compliant with EU specifications
but feature every available passive and active safety system. All
vehicles undergo preventive maintenance, thereby ensuring the
highest levels of protection not only for our staff but for every
road user.
Furthermore, Cyta supports various programmes of the relevant
authorities and social partners aimed at reducing traffic accidents
in Cyprus. One such activity is the provision of free cycle helmets
to children visiting the Police Road Safety Park for instruction.
In the framework of its activity in the Road Safety sphere, Cyta
attended the 2016 European Excellence on Road Safety Awards
ceremony and shared its Road Safety actions with those present.
The ceremony in Brussels was held under the auspices of the EU
Transport Commissioner and attended by representatives of many
European organisations from various sectors as well as EU officials.
In September 2016, Cyta held a Road Safety seminar at its
amphitheatre for individuals who were deaf or with impaired
hearing, reflecting its desire to contribute with this initiative to
the campaign for the European Day Without A Road Death.
Those attending the seminar had an opportunity to see a
demonstration by members of the Organisation’s staff of special
equipment suitable for people with hearing impairment, which
CYTA ANNUAL REPORT 201626
is available for purchase at Cytashops. At the same time, they
were able to have any queries answered concerning Cyta’s
services aimed at facilitating better communication for deaf
and hearing impaired individuals among themselves and with
others, and to learn how Cyta can assist them.
Cyta’s contribution to road safety is presented on the
Organisation’s website (https://www.cyta.com.cy/road-safety)
as well as on the European Road Safety Charter website
(http://www.erscharter.eu).
Education
Wishing to encourage young people to get involved in technology,
we gave prizes for the eighth year to all final year lyceum and
technical school students who excelled in IT and the top IT
students at recognized Cypriot universities. In total, more than
125 top students from 68 secondary schools and five universities
were presented with the Cyta Prize at their graduation ceremonies.
The Prize included a diploma and gift vouchers to be exchanged
at stores on the Cytashop sales network.
The prizegiving was carried out in conjunction with the Ministry
of Education & Culture and IT teaching staff in secondary, technical
and private schools as well as with the Cypriot universities with
accredited courses in IT and telecommunications.
A children’s painting competition was organized by Cyta and
the Ministry of Education & Culture, during the 2015-2016
academic year. The subject (“Telly in Training for the Rio Olympics”)
was chosen ahead of the sporting celebration that was the
Olympic Games held in Rio de Janeiro in August 2016, and also
because Cyta was a supporter of the Cyprus Olympic Team.
The competition was announced in the pages of the Drawing
Book, which, for the third consecutive year, Cyta designed,
printed and distributed free to all pre-primary and primary
school pupils.
The children’s response was huge and enthusiastic, resulting in
1.500 entries. A judging panel awarded prizes to 14 paintings
(two in each age group) and one to an entry from a Special
School. At the same time, through online voting on Cyta’s
Facebook page, another seven paintings were selected to win
prizes.
The public had a chance to see all the competition entries in
exhibitions that were set up in all towns.
In May 2016, Cyta rewarded the innovative ideas of students at
the University of Nicosia for applications related to its business
and with which people can resolve issues via Social Media for
SelfCare.
The students had undertaken to examine the Organisation’s
current activity as well as the trend for SelfCare through Social
Media and to present ideas and apps that Cyta could exploit
and adopt.
The student teams with the three best ideas presented their
work during the event and received extremely favourable
comments for the appropriateness of their suggestions and their
inventiveness.
In May 2016, at the University of Cyprus, the final evaluation
and award ceremony was held for the best Junior and Senior
High School students taking part in the 8th “Logipaignion”
Computer Game competition. The event was organised by
the Multimedia and Graphic Arts Department of the Cyprus
University of Technology and the University of Cyprus, with
Cytanet as its strategic partner.
It is noted that, with the aim of securing the creative evaluation
of the winning games, Cytanet and the Cyprus University of
Technology, with the consent of the winners, uploaded the
games to the Cytanet website (www.iportal.cytanet.com.cy)
in the ‘entertainment’ section where those interested can see
and play them. The same page also contains the winning games
from last year’s competition.
In November 2016, Cyta and the Ministry of Education &
Culture held a seminar in Paphos on the opportunities that
the Internet affords young people. It was addressed by a
representative of the Minister of Education & Culture and by
Cyta’s Business Development Manager and attended by Junior
High, Senior High and Technical School students in the Paphos
district.
CYTA ANNUAL REPORT 201627
The speakers referred to the ways in which the Internet and
technology can help young people have an easier and more
productive life and develop their skills.
Environment
Our Organisation wishes to contribute to cultivating and
strengthening environmental awareness among the Cypriots as
part of its social contribution through various projects and activities.
There is now a well-established sponsorship of the activities
of the Cyprus Marine Environment Protection Association
(CYMEPA) which, among other things, provides environmental
education to schoolchildren. It includes the programme “Young
Reporters for the Environment” which is supported by the
Ministry of Education & Culture, coordinated by the Foundation
for Environmental Education in Europe and sponsored by Cyta.
In the framework of this programme, a competition is held
among high school students, the winners of which are awarded
prizes by our Organisation at a special ceremony.
We also took part as an official sponsor and national partner in
the “Let’s Do It Cyprus” cleanup campaign, which was part of
the global “Let’s Do It World!” campaign held in 94 countries.
The aim was to remove garbage from areas of natural beauty in
the space of a single day.
Cyta cooperated with the Cyprus Anti-Rheumatic Association in
the placement of special bins for the collection of plastic bottle
caps. Bins were placed in manned buildings where the caps
could be collected for the Association.
This campaign is part of a voluntary programme by the
Association which aimed at recycling the plastic bottle caps to
raise money to buy aids for those with rheumatic ailments.
On the occasion of the International Day of Forests (21 March),
aware that its activities affect the environment in direct or
indirect ways, Cyta organised a tree-planting event in the
Engomi Municipality. Some 50 trees of various species were
planted and the event was supported by the office of the
Environment Commissioner. The tree planting was carried out
using a special method of preparing the ground, which not
only increases the changes of the tree’s survival but saves more
than 70% water. Primary school children took part in the event,
reciting poems and helping with the tree planting, thereby
receiving the message that, all together, we can contribute to
improving and protecting the environment.
In July 2016, to mark World Environment Day, Cyta collaborated
with the non-profit environmental NGO Green Shield and
the Youth Board of Cyprus to organise the 1st islandwide
Environmental Festival entitled “Environment, we Apologise” at
the Xyliatos Dam picnic area.
The aim of the event was the promotion and exchange of views
on environmental protection.
At a press conference held at its head offices in October 2016,
Cyta announced its decision to support the “Greening Cyprus”
initiative, the main aim of which is the reforesting of Solea
and Argaka. The press conference was organised jointly by the
Environment and Volunteerism Commissioners, the Department
of Forests, the Cyprus Forest Association and the Union of
Cyprus Communities.
Specifically, Cyta undertook to cover the cost of 50% of the
saplings required for the reforestation of the scorched areas of
Solea and Argaka. It also undertook the whole project to restore
and landscape the historic EOKA hideouts area and the pathway
leading to it, as well as purchasing and placing artificial nests for
birds in the affected areas, thus contributing to the restoration of
the country’s flora and fauna.
It should also be note that the Organisation has contributed to
providing jobs for the unemployed in the Solea area through
the work needed to restore the greenery and burnt forests.
Furthermore, Cyta has mobilised and will place its own human
resources on the front line of the reforestation effort. A group
of volunteers from the Organisation will be trained and play a
regular role in the tree planting activities in both areas.
CYTA ANNUAL REPORT 201628
Each participating child was given a young tree as a small gift.
Public perceptions of Cyta
As with other groups of stakeholders, our Organisation
maintains close relations and two-way communication with
representatives of society so as to keep in touch with, and
respond to, people’s changing expectations and needs.
Among other things, through market research we regularly
measure public perceptions of the Organisation’s performance
regarding the social, environmental and economic dimensions
of CSR. In order to have a measure of comparison and to know
where Cyta stands compared to other organisations, we also
measure the same parameters regarding the image of similar
large organisations operating in Cyprus.
In November 2016, Cyta supported the 2nd edition of the
“Green Deposition” publication of journalist Anna Stafida
entitled “Kyriakos Matsis: Agronomist and Hero”. The
publication, which contains essays by students from rural
areas about the hero who believed in the good of Cyprus,
was presented at a press conference at Cyta’s Head Offices.
This activity contributed to the cultivation of environmental
awareness among young people, and making citizens and state
sensitive to the major issue of Education and the Environment,
spreading the message that we should all be working to make
the country green.
In December 2016, a second tree planting took place, this time
in the Academy Park in Aglandjia, Nicosia. Over 200 primary
and secondary school children from the Aglandjia Municipality,
accompanied by their teachers, took part in the event, planting
500 young trees in a Christmas atmosphere. The tree planting
took place under the auspices of the Environment Commissioner
and, once again, used the special method of preparing the soil.
These tree-planting activities are carried out in the context
of the goals set out in the Organisation’s CSR programme
and its efforts to reduce its carbon footprint and respect the
environment. In these particular instances, these activities stem
from a decision to plant a number of trees that corresponds to
10% of the number of new subscriptions to Cytavision, i.e. one
tree for every 10 new subscribers.
Environmental event for children
Continuing its environment-related activities, in December 2016,
Cyta held an event for its employees’ children entitled “Children
protect the environment”. It was organised in support of the EU
programme, “Know Waste: Awareness raising campaign for the
promotion of waste reduction, reuse and recycling in Cyprus”,
the aim of which is to achieve these aims through an extensive
campaign based on an integrated strategy focusing on the
principle of Reduce, Reuse, Recycle (RRR).
A representative of the Office of the Commissioner for the
Environment addressed the children and there followed a
theatre workshop on environmental themes. At the end of
the event, the children engaged in planting in reused tyres
of Cyta vehicles which had previously been painted in the
Organisation’s corporate colours.
Fulfilment of expectations, reliability and trust
Contribution to the Country, Society and the Economy
Autumn2016
Autumn2015
Autumn2013Autumn2010
Autumn2012
Autumn2011
Autumn2014
It fulfillsmy expectations
It is the mostreliable company
It inspiresconfidence
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%
Autumn2016
Autumn2015
Autumn2013
Autumn2010
Autumn2012
Autumn2011
Autumn2014
It has contributeda lot to the country
It contributes themaximum to societyand the public good
It is the mostimportant
organisation for theCyprus economy
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%
CYTA ANNUAL REPORT 201629
Quality of Products and Services and Respect for Customers
As an Employer, Caring for its Personnel and the Environment
Autumn2016
Autumn2015
Autumn2013
Autumn2010
Autumn2012
Autumn2011
Autumn2014
It offers servicesand products
of excellent quality
It respectsits customers
It is the companywith the
highest quality
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%Autumn2016
Autumn2015
Autumn2013
Autumn2010
Autumn2012
Autumn2011
Autumn2014
It is thebest employer
It cares aboutits personnel
It cares aboutthe environment
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%
CYTA ANNUAL REPORT 201630
Management
CYTA ANNUAL REPORT 201631
With the aim of attaining the Organisation’s corporate goals,
Cyta’s personnel management systems are designed with a view to
encouraging high achievement, recognizing our employees’ strong
points and noting areas for improvement.
To this end, tools and methodologies are provided for the development
of our personnel’s required skills and knowledge, with the aim of
aligning these with the Organisation’s business objectives. Indicative
examples are the design of a Performance Management System for
the maximization of business results, optimisation of the allocation
of personnel, the efficient allocation of authority in decision-making,
management of employees whose performance requires improvement,
etc. Great emphasis is also placed on managing our investment in
training, through the effective diffusion of knowledge.
Keeping up with the trends of the times, Cyta uses its dynamic presence
on social media to provide its customers with a continuous flow of
information about new services, products and the latest special offers,
competitions, events and draws, and as a channel of interactive
communication with its customers.
In 2016, the tender was awarded for the implementation and
management of the Health Insurance System, which is one of the most
important potential factors in the implementation of the National
Health Scheme (NHS). Cyta, as a sub-contractor of the project, will be
responsible for hosting the system, managing the servers at equipment
level, for the virtual environment of the servers, the operating system,
the database and the Customer Contact Centre as well as the
coordination of the entire technical solution.
HUMAN RESOURCES
Personnel Safety, Health & Welfare
Cyta’s interest in the welfare of its personnel did not slow
down in 2016, and it continued the successful institutions of
Workplace Doctor and Social Worker, while providing support
for employees facing problems and organising staff events.
The institution of the Workplace Doctor continued in 2016 with
the provision of primary healthcare, examinations for employees
in the Greater Nicosia area and through the implementation of
preventive medical tests either for all or for targeted groups of
employees, such as, for example, flu injections for vulnerable
groups of personnel.
Furthermore, we maintained our commitment to the social
welfare of our personnel through the services of a social worker.
We also continued to implement work/life balance programmes
such as teleworking, and staff social and financial support schemes.
At the same time, cultural and social events were organised for
members of staff and their children, while prizes and scholarships
were awarded to outstanding students from employees’ families.
Training and Development
In recognition of the fact that knowledge is one of the
Organisation’s most valuable resources, with the implementation
of the new infrastructure we incorporated Knowledge
Management into our strategy as an end-to-end activity
promoting business excellence.
In the context of our policy of encouraging life-long learning
and the systematic development of our employees, in 2016
we continued to provide many and varied opportunities for
training, development and learning, funding their participation
in training schemes and certification programmes in Cyprus
and abroad for the development of their knowledge, skills and
personal competences.
Some 66% of staff participated in training schemes in 2016 and
the corporate index of training days per employee was 4,24
while human resource development as a percentage of payroll
was 2,10%. Both personnel development indices compare
favourably with those of successful international organisations.
Additionally, we continued training on issues concerning
technology, IT systems, social networks and customer service.
At the same time, we held training sessions that reinforced
our personnel’s knowledge of issues including “First Aid in the
Workplace”, “Teamwork” and “Resilience”.
In addition to traditional forms of education/development/
learning, we also designed and/or promoted other forms such
as in-house training, online training/learning and specialist
certification on technical and non-technical issues.
At the same time, we promote better quality in how our in-house
training is carried out by members of the Organisation working
in various units, through the official certification of the Human
Resource Development Authority of Cyprus, in accordance with
European standards.
Our focus is on the achievement of the Organisation’s targets
through a multifaceted approach, based on the systematic and
conscious recognition, accumulation, promotion, best use and
development of the Organisation’s knowledge.
Industrial Relations
Maintaining good industrial relations through regular meetings
with the trade unions was a crucial factor in Cyta’s success
during the year under review, to which all involved parties
contributed with mutually agreed solutions that were applied
to various internal problems that arose.
In the above context, the Organisation started a dialogue
with the trade unions on a variety of issues related to its
modernisation.
CYTA ANNUAL REPORT 201632
Recruitment
In 2016, no vacancies were announced at Cyta in view of the
freezing of recruitment in the public and broader related sector.
Recruitment was carried out using the lists of successful hourly
paid Cytashop assistants and Call Centre assistants with the sole
purpose of replacing hourly paid employees leaving Cytashops
or the Call Centre. The recruitment process for hourly-paid
Cytashop and Call Centre assistants has been redesigned in
response to the current requirements for these posts, so that
the most suitable candidates with the necessary knowledge
and competencies are employed in the new category/role
of Technical Assistant. At the same time, steps were taken to
reduce the cost of the process, taking into account the huge
number of applicants.
Hourly-paid Staff
In 2016, a reorganisation of hourly-paid staff took place, with
the aim of making better use of these employees, in line with
the Organisation’s actual needs, which were determined in
accordance with of the new, varying service requirements. One
result of this reorganization was a review of the number of staff
needed in each service/unit and category. Moreover, hourly-paid
workers were placed in different categories (e.g. Technical
Assistants) and in other services/units with justified needs.
It should be noted that the allocation of staff to the various
services was carried out, taking account of the total number
of hourly-paid personnel that the Organisation is permitted to
employ, which is the maximum of the previous year. Furthermore,
provision was made for the allocation of hourly-paid staff,
with the approval of the Minister of Finance, for an additional
number of hourly-paid employees to cover urgent needs, which
had been included in the 2016 budget.
Finally, in recognition of the hourly-paid staff’s contribution
and dedication to the Organisation, in 2016 a higher rate of
pay was given to employees with more than two years’ service,
provided that their performance during the evaluation period
was satisfactory.
COMMUNICATION POLICY
Recognising and implementing new developments in the
telecommunications and technology sectors, Cyta remains the
market leader in Cyprus, providing integrated, reliable solutions
to its customers.
In 2016, on the basis of a systematic action and work plan, we
strengthened Cyta’s position and our image in the market.
Continuous progress and innovation are a long-term aim of
the Organisation and we wish to instill these qualities in our
personnel and, of course, inspire our customers with them.
With our focus on providing integrated solutions, we have
implemented a more monolithic communication strategy,
with a uniform style, primarily promoting and reinforcing our
corporate brand. There is now continuity among all the brand’s
contact points and all promotional activities, ensuring that the
Organisation’s communication and promotion is simpler and
more effective.
With integrated brand management as our aim, we continued
to carry out market surveys for the measurement and constant
monitoring of our brand value/productivity. The results of these
surveys are a significant tool in the hands of the Organisation’s
Management and Executive when it comes to decision-making
and corrective action, mainly of a commercial nature. Through
these surveys, it was noted that in the competitive and, at the
same time, regulated environment in which we operate, a strong
brand can, to a great extent, affect consumer choice and create
long-term loyalty.
This fact gives us the strength to move towards the further
coordination of important aspects of our brand communication
strategy, with the aim of focusing on values that will lead us
to the next stage of the relationship with our customers. For
the best possible customer service and the achievement of our
business and commercial objectives, we have launched
significant projects which deal with the integrated management
of the customer experience in Cytashops and at other important
points of contact with customers. At the same time, with the
aim of improving internal communication, which is another
important aspect of the brand, weak points have been identified
and actions to improve them are scheduled.
Crisis communications management is an integral part of
communications. Processes have been developed to deal with
potential crises at communications level with the contribution
of the Organisation’s Board and Management.
We shall continue to invest in our brand so as to strengthen
it even more as we look forward to the prospect of our
Organisation’s continued success and more of the long-term
trust that our customers and associates have in us.
Media Relations
With the aim of providing timely and reliable information to
the public, in 2016 we continued to issue regular Press Releases
which were distributed to the media. Cyta officials participated
in radio and television interviews and discussions and gave
interviews to the press. Additionally, articles and other material
about the Organisation were published, press conferences were
held and public information campaigns were undertaken on a
variety of issues.
Websites and Online Presence
Our benchmark corporate website www.cyta.com.cy is
modern and functional, offering ease of navigation and
enabling users to search for information about Cyta products
and services.
CYTA ANNUAL REPORT 201633
The website also lets users register with My Cyta, which offers
exclusive benefits, including:
• Easy and secure online purchases of products and services
• Management of Cytamobile-Vodafone services (free text
messaging, top-up, etc.), Cytanet services (Web Mail) and
Fixed Telephony (management of BBT Home) and
• The ability to check and settle bills online via the e-bill service
It is also worth noting the introduction of electronic invoicing, by
which customers may receive bills in PDF format via e-mail as well
as manage them through their My Cyta account.
Moreover, via the corporate website, visitors can access other useful
Cyta sites such as the Yellow Pages & Telephone Directory, the Cyta
Sales Network and the websites of the Organisation’s subsidiary
companies. They can also find information about Cyta, Cytashops,
Press Releases, Annual Reports etc.
Cyta maintains a dynamic and especially significant presence on
social media, including:
• Facebook: cytaofficial and cytamobile
• Twitter: @cytasupport and @cytacyprus
• Instagram: cytamobile_vodafone
• LinkedIn: cyta
• YouTube: cytacyprus, cytamobile and cytavisionsports
• Forum: cyta.com.cy/forum
Keeping up with the trends of the times, Cyta uses its dynamic
presence on social media to provide its customers with a
continuous flow of information about new services, products
and the latest special offers, competitions, events and draws,
and as a channel of interactive communication with its customers.
Furthermore, the following easy-to-use and functional mobile
apps by Cyta are of great significance to subscribers:
- CytaInfo+: You are always in contact with Cyta, with
immediate access to information and service.
- selfCare: You can manage your account and services easily
and quickly from your smartphone.
- personalCloud: This enables you to easily and securely
store contacts, photos, videos, music and other files in
your personal Cloud space. At the same time, you have
immediate access to all these from all your devices wherever
you happen to be.
- liveSports: It brings the highlights of the Cyprus Football
League, the UEFA Champions League and Europa League
matches straight to your smartphone.
- safeMobile: You strengthen your parental oversight in the
new digital age, since safeMobile offers monitored freedom
and security to your children when they are using their
smartphones.
Within the Organisation we continue to operate our own
Intranet, which has been upgraded to an Intranet Portal and
is a fast and reliable means of internal communication and
information exchange.
The above activities contribute not only to the fast and effective
provision of information, but to the saving of paper in the
context of Cyta’s broader environmental policy.
QUALITY AND BUSINESS EXCELLENCE
With the implementation of the new structure, special emphasis
was given to achieving business excellence by seeking to improve
business activities as regards quality, efficiency and effectiveness.
Maximising efficiency and the quality of activities are secured
through the alignment of the main end-to-end activities,
continuous upgrades to the Quality System (ISO 9001 certified)
and the preparation of other standards for certification.
Drawing on recent studies which show that telecommunications
organisations are losing a significant part of their revenue
every year, Cyta is focusing on improving its current processes
and introducing best practices so as to prevent such revenue
loss and to secure the relevant increase in the Organisation’s
revenues.
A recent study by the ΤΜ Forum in 2016 shows that
telecommunications organisations are losing 2-7% of their
annual revenue. Based on best practices implemented by
other telecommunications organisations, Revenue Assurance
departments are being set up, which carry out regular
procedural checks, improve processes through the introduction
of more effective safeguards and thus ensure the corresponding
increase in revenue.
In recognition of the fact that knowledge is one of the Organisation’s
most valuable resources, with the implementation of the new
infrastructure we incorporated Knowledge Management into
our strategy as an end-to-end activity promoting business
excellence. Our focus is on the achievement of the Organisation’s
targets through a multifaceted approach, based on the systematic
and conscious recognition, accumulation, promotion, best use
and development of the Organisation’s knowledge.
STRATEGY
In 2016, Cyta continued the systematic monitoring of its corporate
efficiency through computerized project and indicator management
and through the alignment of its strategy at all levels.
Cyta is a member of important international telecommunications
organisations, including the Association of European
Telecommunications Network Operators (ETNO), the
European Telecommunication Informatics Services (ETIS), the
European Telecommunications Standards Institute (ETSI), the
Commonwealth Telecommunications Organisation (CTO) and
the TeleManagement Forum. Cyta is also a stakeholder in the
European Foundation EURESCOM, which conducts high-level
research and strategic studies on telecommunications and IT issues.
CYTA ANNUAL REPORT 201634
IT
The implementation of the Organisation’s strategy relies on
its IT systems. Through studies and technology upgrading
projects, we propose, implement and maintain solutions to ensure
essential business flexibility and lower the Organisation’s costs.
At the same time, we are establishing Data Centres of high
availability, which guarantee the security of the information
hosted in them. Eventually the Organisation’s entire computer
network will be hosted by these Centres, which will at the same
time host customers’ equipment. In 2016, we achieved quality
certification for two new Data Centres to Data Security ISO 27001,
which sets out the requirements that an Organisation must
comply with if it is to fully and effectively manage its information,
regarding its confidentiality, integrity and availability. Compliance
with the standard is demanded by corporate customers in the
public and private sectors.
In 2016, the tender was awarded for the implementation and
management of the Health Insurance System, which is one of
the most important potential factors in the implementation of
the National Health Scheme (NHS). Cyta, as a sub-contractor
of the project, will be responsible for hosting the system,
managing the servers at equipment level, for the virtual
environment of the servers, the operating system, the database
and the Customer Contact Centre as well as the coordination of
the entire technical solution.
We are implementing a new virtual IT infrastructure, while
gradually transforming existing physical servers into virtual ones,
with significant advantages, including conserving resources and
increased flexibility.
We continue to upgrade our Business Support Systems (BSS)
and Organisational Support Systems (OSS), in support of the
provision of new, innovative products and services and the
introduction of new technologies and facilities such as the real-time
costing of data usage on mobile phones. We are working in a
flexible and speedy manner on replacing the Organisation’s
existing BSS/OSS systems with the ultimate aim of being able
to offer customers new, modern electronic communication
services. By making modern and flexible tools available
to Customer Service staff and through the automation of
processes, we are reducing costs significantly, further increasing
productivity and improving the Customer Experience.
At the same time, we are developing suitable infrastructures/
platforms for the effective participation of our Organisation in
the new digital service provision ecosystem, while, at the same
time, supporting efforts aimed at growth and innovation in
the country. We are strengthening the potential of IT in the
implementation and provision of digital services in various areas,
support for new collaborative business models and the maximum
use of real-time information available to the Organisation.
We are constantly upgrading our online presence through
Cyta’s Internet portal, as well as through Mobile Apps. We offer
self-service options through various online channels and we
are improving electronic communication with our customers.
Our aim is to provide a single unified customer service via
all channels (the Omnichannel approach) with the emphasis
on the optimum customer experience. At the same time, by
sending customer bills by e-mail, we have made significant
reductions to our paper consumption.
We support and we are extending our Enterprise Resource
Planning (ERP), which covers most of the Organisation’s
financial management activities. At the same time, we continue
to develop applications that support other internal activities
and to upgrade the Organisation’s Intranet Portal, making it the
main tool for internal communication and cooperation among
Cyta’s people.
We are broadening our business intelligence applications in
order to provide the appropriate information and knowledge
at various organisational levels, with the aim of providing
optimum support for, and monitoring of, the Organisation’s
activities. To this end, we use modern, multi-dimensional
business intelligence and data warehouse tools, which draw
upon information about all the Organisation’s activities and
transform it into useable knowledge.
We support our internal customers on a daily basis, upgrading
them constantly to the latest end-user software versions so as to
carry out their duties in the best possible way, always with our
main concern being the continuous provision of service to the
Organisation’s end user. Through the use of modern services
and productive tools, we began offering internal customers
capabilities that help them carry out their business more
effectively and faster, increasing their productivity. At the same
time, the use of various teleconferencing and teamworking
tools will help conserve resources and reduce the Organisation’s
operating costs. We print our customers’ summarized and
itemized bills, as well as letters to them, to fixed deadlines so
that they reach customers on time.
We continue to search for ways of constantly upgrading/
modernising our IT systems, which will simplify tasks through
the use of integrated and uniform systems and make Cyta even
more efficient and flexible.
FINANCIAL MANAGEMENT
In the context of the difficult financial environment, both
for the Cyprus economy and the broader area in which
the Organisation is active, its robustness is, to a significant
degree, based on rational financial management aimed at the
achieving of its goals. Financial management contributes to the
development and identification of the Organisation’s strategy,
CYTA ANNUAL REPORT 201635
it provides essential financial data in support of Management,
and guarantees that the Organisation’s decisions are based on
reliable economic criteria.
Through proper financial planning, we secure the essential
resources with which to implement our corporate strategy. At
the same time we undertake significant financial management
initiatives in support of the Organisation’s strategic objectives,
such as the strategic project aimed at ensuring optimum cost
management.
Financial information is based on global standards and best
practices. Moreover, we take all necessary measures to provide
better customer service in difficult financial circumstances
while, at the same time, we implement international practices
for keeping bad debts at a low level.
REGULATORY ISSUES
During 2016, Cyta participated in public consultations
concerning the regulation of electronic communications and
the analysis of specific markets and completed important
projects, such as the preparation and publication of the Offer
for Wholesale Services.
SUBSIDIARIES SUPPORT DEPARTMENT
In September 2015, following the implementation of Cyta’s
new structure, the Cyta Subsidiaries Support Department
was set up. The objective of this Department is to facilitate
and coordinate communication and cooperation among the
various departments within Cyta and those of the subsidiary
companies, with the aim of achieving the alignment of goals
and making the most of synergies, so as to maximise the value
of the subsidiaries to the benefit of the Organisation.
In the contest of the new structure, the operations of the
Innovation & Service Development Centre were transferred
from the Innovation & Service Development Department to the
new one.
SUPPORT INFRASTRUCTURE & SERVICES MANAGEMENT
An essential part of the smooth running of Cyta is due to the
best possible, most efficient and best integrated management
of its support infrastructure, including, among other things,
land, buildings, vehicles and machinery as well as security, fire
protection and guarding systems.
BUILDINGS INFRASTRUCTURE
In 2016, we published an open invitation to tender and
later examined the tenders for the completion of unfinished
refurbishment/upgrading work on the old Elektra Building in
Nicosia. The evaluation report was submitted for a final decision
by the Board of Directors and the Tender Board.
A decision was taken and approved to renovate the Lykavtos
Cytashop and the creation of a Business Centre on the 1st floor
of the building. The project will be completed at the same time
as that of replacing the mechanical installations of the entire
building. In 2016, a new Cytashop was set up and brought into
operation at My Mall in Limassol.
We signed contracts with two fixed period contractors for work
across Cyprus, with an option of renewal for a further two years
(one year plus one year) on the same terms and costs.
We continued with excellent results to provide services for the
development of the mobile telephony network, both through
construction work at new and existing base stations and the
preparation and submission of applications for planning and
building permission.
Work was carried out on the installation of antennas for external
customers at the Makarios Teleport.
We also continued to provide support services to the Data
Centres project, including the planning and undertaking of
work on the Platy and Amathus buildings.
In 2016, we continued to provide high-quality islandwide
cleaning and hygiene services to all our buildings.
CYTA ANNUAL REPORT 201636
VEHICLE FLEET MANAGEMENT
In the context of the operation and maintenance of vehicles
and machinery, we continued our efforts to reduce operating
costs and conserve resources through the relocation and/or
withdrawal of vehicles and the creation of additional groups of
common use vehicles at manned buildings.
In 2016, we issued and awarded a closed tender for a new
telematic vehicle fleet management system. Work on installing
the new system in vehicles began in December 2016.
In 2016, we maintained high levels of preventive and corrective
vehicle maintenance in all districts. We issued and awarded
several small tenders for various vehicle maintenance projects
and renewed agreements for preventive and corrective vehicle
maintenance in three districts.
In September 2016, we published an open tender for an eight-year
vehicle maintenance contract, with the aim of replacing a large
number of old vehicles with new, more economical and
environmentally friendly ones.
In November 2016, we renewed the contract for the supply of
petroleum products for another year. It is noted that the total
amount of fuel supplied to Cyta from January to December
2016 fell by 61.554 litres (8,04%) compared to the same period
in 2015.
INFRASTRUCTURE AND BUILDINGS SECURITY MANAGEMENT
In 2016, we continued to extend the islandwide Security System
with the installation of new electronic access monitoring
points and terminal equipment for the Electronic Timekeeping
and Trespassing Detection systems and CCTV. Additionally,
a detailed study was carried out on new generation systems,
which will enable the upgrading of security systems, proving
greater value to the Organisation.
We renewed our money transfer agreements with G4S and
Bank of Cyprus while new contracts were signed with four
different companies for the provision of guarding security
services for Cyta buildings around the island. Costs have been
reduced by around 2% compared to previous agreements,
representing savings of some €20.000 per annum.
In 2016, we carried out 90% of the planned annual
preparedness exercises in Cyta’s Civil Defence Emergency
Response Plan with highly satisfactory results.
An essential part of the smooth running of Cyta is due to the
best possible, most efficient and best integrated management
of its support infrastructure, including, among other things,
land, buildings, vehicles and machinery as well as security, fire
protection and guarding systems.
MATERIALS MANAGEMENT
In 2016, the Organisation intensified its efforts aimed at the
reorgnisation and centralization of its procurement processes
with the goal of achieving financial benefits through the
optimization of the actual process performance and from
economies of scale. In this context, we speeded up the
introduction of an online system for the preparation, publication,
submission and evaluation of tenders.
In its capacity as having responsibility for the management of
the Organisation’s stores, our Service continued to place the
necessary emphasis on reducing operating costs through
targeted actions (such as modernizing storage space and
related equipment and the implementation of a specialist
software system) that aim at drastically increasing the productivity
and effectiveness of the whole process.
CYTA ANNUAL REPORT 201637
Products and Customer Service
CYTA ANNUAL REPORT 201638
In 2016 we continued the major Fixed Telephony Transformation
project with the objective of replacing all fixed lines with Broadband
Telephony connections.
At the same time, installation work continued on the 4th generation
(4G/LTE) network, which will enable all Cyta customers to enjoy the
potential of technology and the Internet even more.
Moreover, we proceeded to enhance the Cytamobile-Vodafone RED
plans through the introduction of apps and content which add more
value to the already attractive package of services on offer.
With the aim of satisfying Cytavision subscribers who are also sports
fans, we again enhanced and upgraded the Livestreaming service by
Cytanet. Additionally, we continued to upgrade the Cytanet network’s
local connections with 10Gbps Ethernet connections. The total
capacity of our connections to the global Internet is now in excess
of 100Gbps. In 2016, we upgraded Cytavision’s family packages
according to our subscribers’ viewing preferences, enriching the
content with the addition of new channels.
In this context, in 2016 we continued to examine our activities in the
vertical growth areas of e-Health, e-Government, Real Estate, Mobile
Commerce and Shipping, bearing in mind that these areas offer the
prospects of accessing alternative revenue streams.
Through connections to nodes on Cyta’s networks in Cyprus or those
of our partners abroad, we provide international wholesale customers
and Internet Service Providers with high quality protected access to
the global Internet through the use of a variety of technologies and
routing protocols and with backup capacity availability in the form of
bandwidth-on-demand.
RETAIL MARKET
FIXED TELECOMMUNICATIONS SERVICES
Remaining true to our commitment to provide top quality,
reliable Fixed Telephony solutions, we implemented a
number of projects with the aim of enhancing the services
we offer through the introduction of new facilities for both
residential and corporate customers. At the same time, in
2016 we continued to work on the major Fixed Telephony
Transformation Project with the aim of replacing all fixed
telephone connections with Broadband Telephony, enabling
customers to enjoy all the benefits of the latest technology.
In 2016, we had special offers such as the free installation of
Fixed Telephony (July-August 2016) and 2Play, which began
in October.
CYTAMOBILE-VODAFONE
In the mobile telephony sector, we continued to operate in a
fiercely competitive environment, which is affected by broader
global technological developments. Spearheaded by our
reliability, we remain by a long way the consumer’s consistent
first choice when it comes to Mobile Telephony in Cyprus
In 2016, work continued on expanding the 4th generation
(4G/LTE) network in urban and suburban areas, while
geographical coverage of the 3rd generation (3G) network
exceeded 99%, thus enabling all Cyta customers to enjoy the
potential of technology and the Internet even more.
The RED plans were designed to respond to our new and
existing customers’ modern demands by offering, via a reliable
network, unlimited talk time and text messages to all networks,
the chance to purchase the best smartphones on the market,
a large amount of MB for carefree Internet browsing, and many
other innovative services and benefits, which are constantly
being enhanced. RED, the most integrated communication
CYTA ANNUAL REPORT 201639
option in the Cypriot market, has been warmly embraced by
the public and has changed mobile communications in Cyprus,
leading to a spectacular rise in Mobile Internet usage.
In 2016 we further enhanced the Cytamobile-Vodafone RED
plans through the introduction of:
• Two attractive talk time packages for International Calls
to all EU member states.
• CytaVoda Wifi, enabling RED customers to free Internet
access from 170 Cytamobile-Vodafone Hotspots.
For customers who prefer pay as you go mobile telephony, in
the soeasy service continued to encourage them to:
• Connect with soeasy in order to make the most of its
many services and gifts, while having total control of their
account
• Opt for the new soeasy Plus plan, so as benefit from more
content (talk time, text messaging and Mobile Internet)
with every top-up of €20 or €35 and to make use of the
additional capabilities of the 4G network.
• To participate in the soeasy Rewards scheme and to
win extra gifts with every top-up, either at once or by
amassing points to obtain even bigger gifts within the
space of a year.
We also upgraded content applications that offer even more
value to the already attractive package of services. These
applications are:
• selfCare
• personalCloud – In December 2016, the amount of free
space was doubled
• liveSports
At the same time, we continued to invest in the following services:
• Social Responsibility, offering the safeMobile application
free to all Cytamobile-Vodafone customers, both pay
monthly and soeasy pay as you go.
• Information and Entertainment, enhancing the Vodafone
Live! and cybee Alerts menu,
• International Roaming, constantly adding new
destinations (now 175 countries and 395 networks) and
• Machine to Machine (M2M), providing a wide range of
products, specially tailored to the needs of our business
customers.
CYTANET INTERNET SERVICE
Acknowledging our responsibility as the biggest Internet
Service Provider in Cyprus, we continued to thrive in 2016,
thanks to significant network development projects and the
provision οf upgraded services at more attractive rates.
Placing emphasis on improving the quality and reliability of
the network and, by extension, of the services we provide,
we proceeded with a number of upgrading and development
projects.
We also continued to upgrade the Cytanet network’s local
connections with 10Gbps Ethernet connections. The total
capacity of our connections to the global Internet is now in
excess of 100Gbps with the emphasis on having connections
at strategic points and an agreement to exchange traffic with
the major global networks. At the same time, with the goal of
improving the customer experience, we began collaborating
with the biggest providers on online content and the most
popular social networks for local content storage.
During 2016, we provided broadband coverage wherever there
was a developed copper network, in both urban and rural areas.
Other projects:
• Expansion of the Cytanet Wireless Zone’s Wi-Fi network
In 2016 there were over 170 Wi-Fi Hotspots all over Cyprus.
We expanded our network to more outdoor public spaces,
providing faster speeds and thus making the Internet more
accessible outside the home.
• Safer Internet education
During the 2015-2016 academic year, a total of 140
presentations were given in all districts, attended by 13.889
pupils and teachers. Since 2001, a total of 1.126 schools have
been visited and more than 121.000 pupils and teachers have
attended the presentations.
CYTA ANNUAL REPORT 201640
Additionally, during the same period, we gave lectures on
“The Internet in our Children’s Lives – Safe and Responsible
Use”, aimed especially at parents. The lectures were held
either in conjunction with the Pancyprian School for
Parents or directly with Parents Associations and school
administrations.
Special mention is made in the presentations of the Safe
Internet service for online protection, which is provided
free by Cytanet. Parents always show particular interest in
the service, which can protect their children from illegal,
undesirable and harmful Internet content.
• liveStreaming
This service offers customers in Cyprus and a good number
of Cypriot sports fans abroad the opportunity to watch live
Cypriot football. In 2016, we upgraded the infrastructure
of Cytanet’s liveStreaming platform, which is used for the
online transmission of football matches and other sports
events and we enriched the content with matches from more
championships.
CYTAVISION SUBSCRIBER TELEVISION
Cytavision is the most complete subscriber television platform
in the Cyprus market in both sports and themed content. With
live and exclusive sports broadcasts from Cyprus and abroad,
more than 90 popular channels in all viewing categories and
a broad range of interactive services that are constantly being
upgraded, it offers quality entertainment and information for all
tastes.
Cytavision is a key component of Cyta’s Triple- and Quadruple-
play options (Fixed Telephony, Internet, Television, Mobile
Telephony), contributing decisively to the value of this
proposition for our customers.
We are constantly investing in new content, innovative
applications, new services and collaborations that respond to
the needs of our subscribers and our partners.
During 2016, we proceeded to complete a range of projects
that serve our strategy:
• Upgrading of family packages
Cytavision’s family packages were designed and upgraded
according to our subscribers’ viewing preferences, so as to
provide quality all-round entertainment at an attractive price.
Super Pack
The package with all of Cytavision’s sports and themed
content features more than 80 TV channels, including seven
exclusive Cytavision Sports channels and Cytavision Sports
HD.
Variety Pack
The package features a large variety of entertainment with
more than 65 popular channels from all viewing categories.
Value Pack
The package featuring quality entertainment at an extremely
reasonable price includes more than 65 popular channels
from all viewing categories.
Content and services included in all three packages:
• All Cypriot channels in digital picture and sound quality
• Time Shifted TV, enabling viewers to watch programmes on
Cypriot channels up to three days after their original screening
• Video on Demand with popular new and older movies
• Electronic Programme Guide (EPG)
• Potential for a 2nd set top box
• Access to adult channels for an additional monthly subscription.
• Enriched Themed Content
Throughout the year, we enriched our content with popular
channels in various viewing categories.
In 2016 Cytavision’s content was upgraded through the
addition of Viasat History, Travel Channel, Alpha Cyprus,
TV Mall and Sirina TV.
• Enriched Sports Content
We continue to offer subscribers the most complete package
of sports programmes in the Cyprus market, with quality
coverage of a broad range of sports and competitions, with
the aim of satisfying and retaining current customers and
attracting new ones.
CYTA ANNUAL REPORT 201641
Special mention is made of the top football club competitions
in Europe, the UEFA Champions League and UEFA Europa
League, the Euro 2016 qualifiers and the Wimbledon tennis
championships. Moreover, in 2016 Cytavision renewed its
TV rights to screen English Premier League games until 2019
and obtained the TV rights to matches by ten more teams
in the Cyta Championship in Cyprus, in addition to those of
Anorthosis and APOEL.
• Attractive Offers
During the course of the year, we offered both new and
existing customers free installation of their 1st and 2nd
set-top box.
During the introductory period of the upgraded packages,
Cytavision subscribers were given the opportunity to try out
the packages that suited them best at no extra charge.
• Travel Packages for Major Sports Events
With the aim of rewarding our customers, during the year we
gave subscribers the opportunity to win travel packages and
admission tickets for two to attend top events in a range of sports.
Specifically, lucky subscribers attended UEFA Champions
League and UEFA Europa League finals and the ATP World Tour
Masters 1000.
CUSTOMER SERVICE
INNOVATION AND SERVICES DEVELOPMENT
Cloud Services
At a time characterized by significant financial and business
challenges, Cyta is in a position to help every business manage
its finances, optimise its working practices and increase its
profits. Through our Cloud services, we provide businesses with
online access to software applications and IT infrastructure,
for which they pay a monthly subscription and no initial costs.
We have transformed the high start-up cost of investing in
technology into a small operating expense.
Cloud services provide access to a shared space of
parameterized computer resources such as networks, servers,
webspace, software applications and hybrid hardware/software
services that may be offered requiring minimum management.
We are dynamically growing our Cloud services portfolio,
enhancing it with excellent technical support as well as the
security and reliability of our infrastructures and data centres
in Cyprus. With the focus on Cypriot enterprises, we offer
integrated solutions that respond to multiple business needs
in all sectors of the economy.
As Cyprus’ leading and pioneering organisation as regards
technology-related issues, Cyta constantly monitors the
international and local environment and developments in
ICT. In 2016, we continued to enrich our Cloud services
with the addition of Microsoft Office 365 for businesses and
Powersoft365 Pocket Pro and we proceeded with having Cyta’s
Data Centres certified to the ISO 27001 security standard.
Through our new services, we provide businesses with the
collaborative and productivity tools they need to operate more
efficiently anywhere and anytime from any device.
Vertical Growth Areas
Innovation in a fiercely competitive environment is undoubtedly
one of the most significant growth factors and a key strategic
pillar of any business. Recognising this need and responding
substantially to the challenges of the times, Cyta is examining
its activities in new areas as well as the provision of new,
innovative services that are related to its traditional offering
and, at the same time, aim at securing new revenue sources.
In this context, in 2016 we continued to examine our activities
in the vertical growth areas of e-Health, e-Government, Real
Estate, Mobile Commerce and Shipping, bearing in mind
that these areas offer the prospects of accessing alternative
revenue streams. A strategy for every growth area has either
been – or is in the final stages of being – formulated and the
preferred business model is that of revenue sharing with limited
capital expenditure with companies and suppliers with ready
integrated solutions.
In the area of e-Health, we began drawing up the
Organisation’s strategy, which is due to be completed in 2017.
In 2016 we launched the Vidatrack service (a personal tracking
service for emergency situations) for vulnerable individuals
which helps to quickly identify the whereabouts of someone
who may be lost or at risk. We are also partners with NCR in the
tendering process regarding software for the Health Insurance
Organisation.
CYTA ANNUAL REPORT 201642
Our Mobile Commerce strategy has been formulated and is due
to be implemented in 2017.
We studied government projects promoting e-Government,
while in the shipping sector, in conjunction with Ericsson, we
prepared proposals to shipping companies which enable them
to make savings on ship communications, IT and fuel costs.
Centre for Innovation and Idea Development
For Cyta, innovation and entrepreneurship represent a key
pillar for the continued growth and development of the
Organisation. They are also priorities for its contribution to the
establishment of a growth model for the country.
In 2016, we continued to work on the development of a
successful innovation and enterprise ecosystem in Cyprus.
Though collaborations with other private and public sector
organisations, we aimed to help budding entrepreneurs
develop their ideas and gain access to investment funds in order
for these ideas to be commercialised by successful start-ups.
At the same time, in 2016 the Centre placed emphasis on
the promotion of entrepreneurship within Cyta through the
implementation of an intrapreneurship programme. In this way,
we develop the Organisation’s ability to create new innovative
products and services, using its own human resources
Cyta’s aim with these activities is to create new, alternative
revenue streams, to improve its corporate image, to develop
an entrepreneurial culture within the Organisation, to promote
young entrepreneurship and to strengthen the Cypriot economy.
The main initiatives that we undertook in 2016 were the following:
1. The launch of a pilot Intrapreneurship scheme, which was
implemented with the participation of 20 members of our staff
and 10 volunteers from among our external partners, through
special training, workshops and teams, who developed ideas
and came up with five business proposals for the Organisation.
We are the first Organisation in Cyprus to implement such
a scheme.
2. The continuation and strengthening of our collaboration
with the non-profit organisation Junior Achievement Cyprus,
for the promotion of entrepreneurship in schools, with the
support of the Ministry of Education & Culture.
3. Cooperation with the Ministry of Defence, the Open
University and KPMG on the promotion of Innovation and
Entrepreneurship to National Guard conscripts, through
presentations and a competition for Innovative and Business
Ideas
4. Holding a seminar on Intrapreneurship in conjunction with
the Microsoft Innovation Center, of which Cyta has been a
Strategic Partner since 2015. The seminar was attended by
local company managers wishing to follow Cyta’s example in
the area.
5. Continuation of the collaboration with the Cyprus Business
Angels Network (CYBAN).
6. The determining of reliable criteria and processes with
the aim of identifying and evaluating opportunities for
investment in start-ups, so that the Organisation may
undertake such investments in an effective manner, and the
setting up of a Start-Ups Evaluation Group.
7. Continuing the publication of the Cyta Entrepreneurship
Newsletter, containing articles on issues pertaining to
Innovation and Entrepreneurship, which is sent to thousands
of readers within and outside the Organisation.
NATIONAL LEASED CIRCUITS
In 2016, national private leased lines remained among the
options available to business customers for networking services,
offering a wide range of speeds up to 10Gbps. The service
provides networking solutions of the highest quality for video,
voice and data transfer. Companies can use Leased Circuits to
create a private network linking their own premises to those of
their customers and clients.
COLOCATION SERVICE
The colocation service enables customers to house their
equipment on Cyta’s premises.
In cases where customers of the Organisation wish to install
equipment in areas where they do not own buildings, Cyta
can host it on its premises, providing at the same time a broad
range of telecommunications services.
DATA CENTRE SERVICES
Cyta’s two Data Centres in Nicosia and Limassol offer
businesses the opportunity to operate their own servers in the
specially-designed areas in the Centres and to take advantage
of the benefits that their modern infrastructures provide.
Cyta’s Data Centres are Tier III and guarantee their customers’
business continuity. Moreover, they are certified to ISO 27001,
which represents confirmation of the measures taken to secure
and protect the Centres’ infrastructure.
ETHERNET NETWORKING SERVICES
2016 was another successful year for our Ethernet Business
Networking Services which continued to attract major business
customers.
The E-Line and EVPN networking services, enable high-speed,
low-cost telecommunications traffic transmission (voice, data
and images) between two or more points within an enterprise.
CYTA ANNUAL REPORT 201643
The main advantages to our customers of these services over
other networking options are higher connection speeds of up
to 1Gbps, lower cost and easier installation. At the same time,
they offer a variety of speed options and data transmission
prioritisation with three service quality levels (Gold, Silver and
Bronze).
E-Line and EVPN use Cyta’s Ethernet/IP network as a common
infrastructure. The network is designed to international
standards, it provides islandwide coverage and is characterised
by its reliability, security and the ease with which it can be
extended and centrally managed. Monitoring by Cyta of all
network equipment and the natural infrastructure guarantees
the most efficient operation of end-to-end protection mechanisms
and, by extension, the reliability of the services provided.
MANAGED SOLUTIONS
Managed Solutions complement networking services, mainly
Ethernet and DSL Access VPN, with supply, installation, operation,
management and support services for all the telecommunications
equipment located on a company’s premises.
With Managed Solutions, business customers can have a single
point of contact for the order, support and management of
equipment on their premises and for their networking services.
The Managed Solutions that Cyta offers are the most reasonable
in terms of initial capital outlay, since customers are not
burdened with the initial costs of purchasing equipment and
they pay less to upgrade and replace it.
CUSTOMER SERVICE
Our customers are our priority and we aspire to make their
every visit to our stores an enjoyable experience.
We are constantly reinforcing our Sales Network, both in
numbers and appearance, with the working hours and
locations that our customers have requested.
In October 2016, we reinforced out commercial presence in
Limassol through the operation of a new store inside My Mall
while, at the same time, we looked into other opportunities to
expand our presence in similar locations.
During the course of the year we began the gradual upgrading
of our sales network. Their new design emphasizes the easy
customer journey through the stores and the provision of
excellent before and after sales service. Customers have a wide
choice of services and products, which has been enhanced by a
large range of accessories, and it is continuously being updated
to respond to their telecommunications needs.
Our sales partners run a broad and efficient network of stores,
where they serve our customers in a responsible manner and
to provide the full range of our products and services. At the
same time, the distribution network makes the products of the
soeasy prepaid mobile telephony service available across a large
network of points of sale throughout Cyprus.
In recent years, we set up and operated the biggest Call Centre
in Cyprus on the islandwide numbers 132, 80008080
and others, placing special emphasis on Quality of Service.
Customers who call the Cyta Call Centre can obtain information
about our products, submit orders for new products, request
and receive technical support for any problems that may arise
with Cyta products and services. We also lay emphasis on the
use of automated service applications whereby customers can
obtain instant service without having to wait in queue. The
Directory Enquiries service on 11892, which is an integral part
of the Cyta Call Centre, remains the leading service of its kind
in an intensely competitive environment. Through the provision
of simple and practical facilities, we give customers fast, reliable
and inexpensive assistance with their enquiries. At the same
time, the Business Call Centre on 150 is an additional channel
of communication between Cyta and its business customers
with its own islandwide number which can be called with
enquiries about big and small matters of concern.
In addition to traditional methods of communication,
we have established service via webchat and social media
(@Cytasupport and www.facebook.com/cytaofficial), while
customers can read about technology issues and resolve
problems on our customer Forum (www.cyta.com/forum).
Recognising the importance that our customers give to the
quality and speed of technical support, the constant upgrading
of our Customer Technical Assistance (CTA) activity is a long-term
aim. In this context, in 2016 we continued to develop out
personnel through training programmes and seminars on
issues pertaining to technology and know-how as well as soft
CYTA ANNUAL REPORT 201644
skills. We introduced new technology and service monitoring
tools, upgraded management systems, reviewed processes
and improved our systems and mechanisms for monitoring the
quality of the service and assistance provided to our customers.
True to our commitment to provide the optimum customer
experience, during the year under review we helped a significant
number switch to new and upgraded communication services
and interconnections, providing them with new technologies,
upgrading their services and offering preventive/routine
maintenance of their network. Examples include the upgrading
of a significant number of customers’ internal wiring, enabling
them to switch to new, faster Internet speeds, and the transfer
of customers to Voice Over IP telephony.
Directory Services
With upgraded content and fully updated information on
businesses and individuals, in 2016 the print editions of the
Yellow Pages and Telephone Directory and the Business-to-Business
Directory were published. Thanks to the amount of information
they contain, these publications are unique search tools and,
at the same time, an effective means of promoting businesses,
products and services. With information that is updated on
a daily basis, the new upgraded online Yellow Pages and
Telephone Directory is available at www.cytayellowpages.com.cy
BUSINESS MARKET
In today’s especially complex and demanding international
and local market environment, we remain focused on making
the most of technological advances and the convergence of
telecommunications and IT, acting as a one-stop-shop for our
business customers, supporting them with reliable networks
and high quality service and enabling their businesses to grow
securely and flexibly.
The services we provide satisfy the demands of every modern
business and compare most favourably with those available
from telecommunications companies on a global scale.
The development, reinforcement and maintenance of long-
term, mutually beneficial relationships with our customers,
combined with the ability to enjoy a wonderful experience,
are the key ingredients of our approach. To this end, we are
strengthening our people with the high level of know-how and
the advanced technology tools that our customers deserve as
we serve them via a number of different channels.
Our specialist network of Telecommunications Consultants
provides advice and an upgraded personal service to large
companies and SMEs. Furthermore, our specially trained
personnel provides free assistance to existing and potential
customers who are interested in Cyta’s business offerings on
150 or online at https://www.cyta.com.cy/send-email.
In addition to the above channels, customers can purchase and
manage services online, via the websites:
• My Cyta: https://www.cyta.com.cy/my-cyta
• Cloud MarketPlace: https://www.cyta.com.cy/cloud-marketplace
Moreover, particular importance is given to the immediate
technical assistance provided to our business customers
through Cyta’s Business Technical Support Centre which
operates 24/7 and with technical support crews in all towns. For
the installation of services ordered via one of Cyta’s numerous
assistance channels, experience and well-trained personnel visit
customers at their premises with the required equipment and
every assistance
WHOLESALE MARKET
NATIONAL & INTERATIONAL WHOLESALE MARKET
In 2016 we continued to supply high-quality national wholesale
products and services. Our national wholesale products
are offered to licensed national telecommunications service
providers in a liberalised telecommunications market, in
accordance with the regulatory framework and the principles
of transparency, non-discrimination and cost-orientation. We
drew up agreements with most national telecommunications
service providers for the provision of products and services as
well as the necessary support. We reviewed the templates for
tenders and agreements and developed and upgraded support
systems and processes for the provision and management of
high quality products and services.
Our international wholesale products and services are offered
under the Cytaglobal sub-brand to internal and external
customers such as national and international carriers, business
customers and other partners. We have signed bilateral
agreements for the provision of wholesale international
telephony products for physical and virtual international private
leased circuits, international Internet access, the leasing and
concession of international network infrastructure and other
services, offering uninterrupted customer support.
The portfolios of national and international wholesale products
and services are analysed below:
NATIONAL WHOLESALE MARKET PORTFOLIOS
Mobile Communication Interconnection and Services
The Mobile Communication Interconnection and Services
Portfolio includes products relating to Interconnection,
Wholesale Leased Lines, National Roaming and Access to Cyta’s
Mobile Network and Mast Colocation.
CYTA ANNUAL REPORT 201645
Interconnection enables national providers to connect their
networks to Cyta’s fixed and mobile networks. Wholesale
Leased Lines are circuits on the Cyta network that are leased
to national providers, enabling them to interconnect nodes on
their networks or on their customers’ networks to their own
network. National Roaming gives national mobile telephony
providers access to Cyta’s mobile network. National Roaming
allows subscribers of these providers to use Cyta’s mobile
network in areas not covered by the national provider’s own
mobile network. Access to Cyta’s Mobile Network enables
national carriers to provide mobile telephony services to
their subscribers via Cyta’s mobile network as Mobile Virtual
Network Operators (MVNOs).
Telephony and Broadband
The Telephony and Broadband Portfolio includes products
relating to Carrier Selection and Pre-selection, Wholesale Line
Rental, Wholesale Broadband Access, Local loop Unbundling,
Number Portability and Access to the Telephone Directory
Database.
Carrier Selection and Pre-selection allows Cyta subscribers
to choose an alternative national carrier for call distribution.
Wholesale Line Rental lets national carriers lease the voice zone
of the frequency range of the subscriber’s telephone line. This
product is offered with Carrier Pre-selection on PSTN, ISDN-
BRΑ and ΙSDN-PRΑ telephone lines. Wholesale Broadband
Access enables national carriers to offer broadband services
to their customers via Cyta’s broadband network. Local loop
Unbundling lets national providers lease Cyta’s copper access
network to provide voice and broadband services to their
subscribers. Number Portability allows subscribers to keep their
telephone number when they change provider. Access to the
Cyprus Telephone Directory Database gives national carriers
providing Directory Enquiries services access to Cyta’s Cyprus
Telephone Directory Database.
Infrastructure Access and Leasing
The Infrastructure Access and Leasing Portfolio includes
Building & Duct Colocation as well as National Provider
Network Connection Services to Cyta’s Access Network.
Building & Duct Colocation enables national providers to lease
Cyta’s infrastructure (buildings, forecourts and roofs, cabling
and mobile communication masts) for the colocation of their
equipment.
National Provider Network Connection Services enable national
providers to connect their equipment to the Main Distribution
Frames or the Cabinets of Cyta’s Access Network for the
purpose of Local Loop Unbundling.
INTERNATIONAL WHOLESALE MARKET PORTFOLIOS
Cable and Satellite Interconnections
We provide cable interconnections to wholesale customers
including indefeasible right of use or lease of cable capacity to
local and international carriers, interconnection of international
capacity via national networks as well as extended international
capacity from its cable landing stations to equipment colocation
premises of licensed national carriers. Additionally, products for
the resale of space segment capacity, satellite links and facilities
are offered. These include the provision of specialised satellite
links, international satellite telephony, satellite monitoring and
maintenance services, satellite links for the large-scale provision
of Internet and data services, colocation and VSAT services and
radio/TV programme relay products
Internet and Data
Through connections to nodes on Cyta’s networks in Cyprus
or those of our partners abroad, we provide international
wholesale customers and Internet Service Providers with high
quality protected access to the global Internet through the use
of a variety of technologies and routing protocols and with
backup capacity availability in the form of bandwidth-on-
demand.
Via Cyta’s MPLS backbone network and international nodes in
Athens, Frankfurt and London, we offer business and wholesale
customers International Virtual Private Circuits (MPLS-VPN) as
well as International Ethernet-over-MPLS (EoMPLS) circuits. Via
a reliable cable infrastructure with full network and equipment
protection, virtual connections are offered as point-to-point and
point-to-multiple-point, while voice, data and image transfer
are enabled via different classes of service (Gold, Silver and
Bronze).
Additionally, we offer business and wholesale customers natural
International Private Leased Circuits with transparency of
capacity, which are ideal for applications requiring reliable and
fast data transfer. Natural International Private Leased Circuits
are usually provided via submarine fibre optic cables at speeds
ranging from 64kb/s to 1Gbps based on SDH technology or
Ethernet-over-SDH (EoSDH). The extensive international cable
network and the multiple landing stations of Cyta and its
associates guarantee interconnectivity and total protection.
Our customers receive personal service, though a business
consultant and 24-hour technical support.
CYTA ANNUAL REPORT 201646
International Wholesale Telephony
We offer products for international outgoing traffic to fixed and
mobile telephony networks in most international destinations
on a wholesale basis to internal customers, to satisfy Cyta’s
retail customers and for resale to licensed providers in Cyprus.
For the provision of international outgoing telephony, we
maintain direct connections with 60 telecommunications
organisations worldwide, guaranteeing competitive terminal
charges and top quality alternative routing. With automated
processes and specialist software, we support multiple
routing to international softswitch exchanges with the aim of
offering excellent quality international telephony at extremely
competitive prices. At the same time, we provide international
correspondents with termination of incoming traffic on all fixed
and mobile networks in Cyprus, international wholesale transit
traffic services as well as international and universal freephone
call products for business customers all over the world.
Additional Services
We provide specialised and personalised additional services
which add value and support to our broad range of
international telecommunications products and services.
These additional services include support consultancy services
to business customers and international correspondents,
international telephone traffic statistics and forecasts,
international media restoration services, international telephone
traffic management services, consultancy services for the
administration of submarine cable systems and signalling
services for international roaming facilities for mobile telephony.
SERVICES TO THIRD PARTIES
SERVICES TO THE DEPARTMENT OF CIVIL AVIATION
Cyta provides technical support (supply and maintenance
of equipment) to the Department of Civil Aviation, which
is responsible for the smooth, safe, effective and efficient
management of air traffic within the Nicosia Flight Information
Region (FIR).
The support provided serves the needs of the Department
of Civil Aviation which are based on international standards
and the recommendations of the International Civil Aviation
Organisation (ICAO) and in compliance with the programmes
of the European Civil Aviation Organisation EUROCONTROL.
The broad range of support services includes corrective and
preventive maintenance to such a standard as to guarantee
reliable and high quality communications between air traffic
controllers and aircraft, the monitoring of aircraft movements
via radar facilities, the retransmission and exchange of
aeronautical information and meteorological announcements.
The equipment being maintained includes navigational aids
such as VOR, ILS, DME and DF at Larnaca and Paphos airports.
In the framework of harmonisation with the programmes of
the European Civil Aviation Organisation EUROCONTROL and
the Single European Sky, we installed and operated an ATS
Message Handling System. We also signed an agreement for
the provision of two radar systems, which will be installed at
Paphos International Airport and the Lara Station respectively.
SERVICES TO THE METEOROLOGICAL SERVICE
We continued to provide telecommunications facilities and
technical support to the Department of Meteorology, mainly
for the preparation and distribution of Weather Forecasts and
Flight Plans.
SERVICES TO THE JOINT RESCUE COORDINATION CENTRE (JRCC)
We continued to provide data and voice services and technical
support to the Joint Rescue Coordination Centre (JRCC).
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Subsidiaries
CYTA ANNUAL REPORT 201648
DIGIMED COMMUNICATIONS LTD
Digimed Communications Ltd is a wholly-owned subsidiary of Cyta, which was set up with the aim of realising the Organisation’s strategy for the vertical and horizontal expansion its activities in Cyprus and abroad.
The pressure of increased competition in local and international markets, together with the slowdown in business activity as a result of the global and local financial crises, make Digimed’s contribution to the Organisation’s response to the challenges of today’s telecommunications business environment a necessity.
The alignment of the subsidiaries with the Organisation’s strategic and business objectives of expanding its activities abroad and completing its portfolio of products in the local market, through the coordination and support of its subsidiaries in collaboration with the relevant management unit of Cyta, remains Digimed’s top priority, along with creating synergies among Cyta’s subsidiaries and Cyta itself.
CYTA HELLAS AE
Targeted actions through strategically chosen business sectors, which offer new prospects, the development of products and services for domestic and business customers, as well as establishing the company for Mobile Telephony, were some of Cyta Hellas’ strategic pillars of activity in 2016.
Tourism was a key targeted route for growth since, during the year, the extension of the company’s own optical fibre network by 25km was completed in Chania province. As a consequence, the overall picture at the end of 2016 was that we connected more than 120 4-star and 5-star hotels directly to Cyta’s network via optical fibres and a total optical fibre network of 750km capable of covering up to 95% of local businesses in Crete.
Making use of the capability afforded by the Rural project, with the aim of providing fast Internet access was also one of the growth pillars, the foundations of which were laid in 2016. In this framework, the stage was set for Cyta to become, in 2017, the first alterative telecommunications provider to give technologically advanced broadband services to a host of commercially unexploited and remote regions of Greece, a fact that opens up new horizons.
As such, a milestone for the company was its entry into the Prepaid Telephony market. This came as a “natural consequence” just 18 months after its entry into the monthly paid mobile telephony. It should be noted that, thanks to the unique characteristics and competitive packages of Cyta Prepaid Telephony, on which the service was based, at the end of 2016 (i.e. after only six months) the number of active users represented 40% of the company’s total Mobile customer base.
As regards the company’s product strategy, particular emphasis was given to the benefits arising from the combination of
characteristics with the objective of confirming in practical terms to message “The more you connect, the more you win”. Also, specialized business products were launched, including Cyta Mobile for Business and Easy Business, the new generation digital PBX, which were received especially well by the market.
Furthermore, it is worth noting that in 2016, the company achieved some significant internal successes, including an increase in the percentage of outstanding customer payments – in spite of the reduction in their purchasing power – and increased customer retention.
In 2017, the company continues to grow and develop the pillarsthat have already been set, making the most of its strong points which have given it prominence in the Greek telecommunications market. Having secured a complete portfolio of Fixed, Mobile and Prepaid Telephony, Internet and Television, the company is extending its activities into areas that are related to recent trends in telecommunications and are represent new revenue streams. In this way, prospects are opening up for new, fresh proposals aiming at an even broader and personalized coverage of the needs of domestic and business customers through powerful cooperative models and ecosystems.
CYTA UK LTD
Cyta UK has its own high-tech telecommunications node, based on the MPLS protocol, using media gateway and new generation SDH equipment and housed in London. The node is linked via a Cyta-owned undersea optical ring to similar telecommunications nodes in Nicosia and Athens owned by Cyta and its related company, Cytaglobal Hellas ΑΕ, respectively.
The company is active, in conjunction with Cyta and its related company Cytaglobal Hellas ΑΕ, in the provision of international virtual leased connections to providers and corporate customers in the UK and elsewhere while it also offers occasional colocation services, local loops and other local connections within the UK via its associates and other subcontractors. Also, in collaboration with Cyta, the company is in a position to offer voice, signalling and Internet interconnections on a wholesale basis.
At the same time, the company is active in the Fixed Telephony services sector in the UK retail market with Carrier Preselection and the competitive Cytatalk and Cytabusiness packages, which it has developed mainly for residential and business customers in the Greek-speaking community. The company is also active in the provision of broadband Internet services and Greek-language television content, while offering significant additional facilities such as leased telephone lines, simulated PBX and resale of mobile telephony services.
CYTA ANNUAL REPORT 201649
CYTACOM SOLUTIONS LTD
In 2016, Cytacom Solutions Ltd continued to provide integrated quality and innovative communications and IT solutions/services, tailored to the needs of each customer. The objective of Cytacom Solutions Ltd is to enable its customers to benefit from the potential of technology and to improve their entrepreneurship.
The company’s vision is to be the first choice for the design and provision of specialised and integrated communication and IT solutions to organisations and businesses in the Cypriot market with the following products/services: • Provision of Integrated IT solutions and electronic
equipment and IT software support and maintenance • Networking, IT and telephony equipment • Project management & consultancy services • Website and online platform design and development • Bulk messaging (webSMS.com.cy) • Top-up service (soeasyprepaidcards.com.cy) • Development of integrated online IT system applications/connections • Communications security
The company’s long-term objectives are: • To maintain its position in the Cypriot market as one of the
most reliable organisations providing integrated solutions. • To increase turnover and profitability. • The development of a corporate culture and image and
incentives to reinforce personnel loyalty and dedication. • Continuous personnel training in new technology so that
the company has a core team of top engineers with which to serve its customers.
• To support and complement Cyta’s new products in the area of Solutions and Convergence Services.
CYTAGLOBALHELLASΑΕ
Cytaglobal Hellas AE was established in Athens on 5 November
2003 as Cyta Hellas AE. On 2 January 2007, following a decision
taken at an extraordinary general meeting of the shareholders,
the company was renamed CytaGlobal Hellas ΑΕ and the right
of use to the brand name Cyta Hellas was assigned to another
Cyta subsidiary.
The company has its own high-tech telecommunications node,
based on the MPLS protocol and using new generation SDH
equipment, housed on the premises of TI Sparkle Greece AE in
Athens. The node is linked via a Cyta-owned undersea optical
loop to similar telecommunications nodes in Nicosia and London
owned by Cyta and its related company, Cyta UK Ltd respectively.
The company operates in collaboration with Cyta and its related
company, Cyta UK Ltd, for the provision of international virtual
leased connections to providers and corporate customers in
Greece and elsewhere, while it also offers occasional colocation
services, local loops and other local interconnections within
Greece on a resale/leasing basis via its associates and other
subcontractors.
The company has also become active in the Data Centre market in
Thessaloniki and Attica, through its participation with experienced
partners in the share capital of Synapsecom Telecoms A.E.
IRIS GATEWAY SATELLITE SERVICES LTD
Iris Gateway Satellite Services Ltd provides satellite turnaround
of radio and television programmes to the international market
from Cyta’s Satellite Earth Stations.
In addition to satellite connections, Iris also offers services via
optical cable systems in collaboration with Cyta’s National
and International Wholesale Market Services. It provides
integrated solutions to customers interested in distributing
their programmes to various locations internationally via a
combination of cables and satellites. The company also provides
support services to Cyta’s satellite services.
In 2015, Iris broadened its activities further, with the provision
of new services to new and existing customers. The extension of
satellite television programmes to customers in the Middle East
was an important development, as was the satellite reception
and cable transmission of TV programmes to Europe.
CYTA ANNUAL REPORT 201650
Network
CYTA ANNUAL REPORT 201651
In 2016, we conducted a number of studies on the implementation
of pioneering innovative IoT (Internet of Things) services, which
will be introduced in the near future. One of them concerns the
provision of Smart Home services, which include home security, home
automation, energy management and telecare.
With the adoption by all the technical departments of the NeTkT
(Netrac Trouble Ticket) software system and the recording and
monitoring of the life cycle of faults, we succeeded in diffusing
know-how, improving methods and processes and fault repair times
with an accompanying increase in personnel productivity
and customer satisfaction.
In 2016, we signed an agreement with PCCW Global Ltd giving us
access to the submarine Asia-Africa-Europe 1 (AAE-1) cable system
which is under construction and which extends to important hubs in
South-East Asia, the Arabian Gulf and the Mediterranean region. This
system will add new channels to our existing international submarine
cable network and enable us to access new markets as well as to
cover the needs of the local market and other telecommunications
providers in the broader Eastern Mediterranean region.
Finally, it worth noting that the population and geographical
coverage of our GSM and 3G networks now exceeds 99,95% of the
government-held area of Cyprus.
VALUE ADDED APPLICATIONS/SERVICE PROVISION PLATFORMS
Following the successful course of previous years for the
continuous upgrading of the Cytavision customer experience,
we proceeded with various infrastructural upgrades.
The project to upgrade the encoding systems of all television
programmes to MPEG-4 technology brought a substantial
improvement to picture quality. The next objective is to
upgrade more channels from Standard Definition (SD)
to High Definition (HD).
At the same time, we began to implement the ambitious
Connected TV project for the technological upgrade of
Cytavision. The aim is to make Cytavision content available on
all our customers’ connected devices such as TV, PC, tablet
and smartphone at home and laptop, tablet and smartphone
outside the home.
Furthermore, we upgraded the Live Streaming infrastructure,
which will soon allow customers to watch Cytavision’s sports
programmes on their smartphones through a mobile app – as
a transitional stage before Connected TV is fully operational.
We proceeded to redesign and improve the technical solution
for the provision of Parental Control/Safe Internet on all devices
(PC, smartphone, etc.). This will soon be offered as a Cloud
service, without the need for client software to be installed on
the devices.
In 2016, we conducted a number of studies on the implementation
of pioneering innovative IoT (Internet of Things) services, which
will be introduced in the near future. One of them concerns
the provision of Smart Home services, which aims to introduce
a range of service, including home security, home automation,
energy management and telecare.
CORE NETWORKS
National Transmission Network
The National Transmission Network serves the needs of Cyta’s
networks and those of its external customers at speeds from
64kbps to 100Gbps, with the greatest possible degree of reliability.
In 2016 we continued to expand the DWDM (Dense Wavelength
Division Multiplexing) network, which is the backbone of Cyta’s
networks, providing them with very high speed connections
and, at the same time, serving corporate customers. With the
aim of faster and better customer service, we also introduced
the new modern DWDM/OTN network, which is more flexible
while allowing the provision of connections of up to 100 Gbps.
We also continued to expand the new-generation SDH
(Synchronous Digital Hierarchy) network for the provision of
CYTA ANNUAL REPORT 201652
circuits of various speeds and, in particular, EoSDH (Ethernet
over SDH) connections.
The WDM and SDH networks operate via optical fibres in an
arrangement that allows the uninterrupted provision of service,
even when a fault occurs in an individual fibre.
International Transmission Network
In 2016 we proceeded to implement significant satellite
and cable systems, reinforcing the role of Cyprus and our
Organisation as a telecommunications hub in the broader
Eastern Mediterranean region.
Our three Teleports (Makarios, Hermes and Pera) are important
international satellite gateways providing geographical backup
and broadband links to foreign Internet providers, with the
parallel use of Cyta’s undersea cable infrastructure. We also
provide Satellite Tracking Telemetry & Command (TT&C)
services as well as over the top (streaming) of television content.
In 2016, services were expanded at all three Teleports for
companies specialising in the provision of fast Internet and TV
turnaround services.
Additionally, in 2016 the Makarios Teleport achieved full Tier-3
certification from the World Teleport Association. Moreover, it
has been included in Eutelsat’s network of “Preferred Teleports”.
As regards undersea cable connections, Cyprus is connected
with the outside world for telephony, Internet and leased
circuits through three cable landing stations with a total of
nine submarine cable systems (SCS). Transit connections are
offered at the same time from the countries of the Middle East
to Europe and the rest of the world.
In 2016, work was intensified on the ALASIA submarine cable
system for an additional connection between Cyprus and Syria,
while the upgrading of the UGARIT SCS was completed with
the installation of cutting-edge terminal equipment.
At the same time, efforts continued to reach a comprehensive
agreement with the Lebanese Ministry of Telecommunications
on the upgrading of the CADMOS SCS (Cyprus-Lebanon) and
the implementation of the EUROPA SCS (Cyprus-Lebanon). A
study was also completed on the validation of the architectural
design and Protection of Submarine Cables and Cable Stations.
Packet Switched Networks
In 2016, we continued the upgrade of the IP/MPLS backbone
network so as to support the constantly growing needs of our
domestic and business customers for broadband services and
those of other Cyta networks and services.
We also continued to upgrade the DSL access network and the
Cytanet network’s international connections so as to support
the increased Internet traffic, mainly to the global Internet and
to provide better quality to our customers. At the same time,
we focused on improving business continuity, network security
and Cytanet services.
Finally, we upgraded the IP network that support’s Cyta’s
Data Centres, so as to satisfy the needs of the Organisation’s
corporate IT systems and those of business customers whose
systems and services are supported/hosted there.
NETWORK AND SERVICES OPERATION
Networks and Services Management
In the framework of improving monitoring activities and network and
service faults management, in 2016 we redesigned our processes
aim at maximising the availability of networks and services, the
rapid repair of all faults and the provision of quality secondary
support to all Cyta services. The improvement to processes, in
combination with continuous staff training and the use of specialist
tools are a basic factor for achieving the mission of our unit
to secure the availability and functionality of Cyta’s networks,
infrastructures and services, while lowering operating costs.
With the adoption by all the technical departments of the
NeTkT (Netrac Trouble Ticket) software system and the recording
and monitoring of the life cycle of faults, we succeeded in diffusing
know-how, improving methods and processes and fault repair
times with an accompanying increase in personnel productivity
and customer satisfaction.
Network and Services Security Management
Our new unit is organised on the basis of international practices
and standards, so as to fully achieve Cyta’s expectations
regarding infrastructure protection and to develop and make
available reliable high value network and security services.
In the course of our first year of operations, we laid the
foundations for the further development of Cyta in this sector
with the formulation of new processes and the installation of
key central management and security management systems,
combined as always with continuous personnel training.
Electrical & Mechanical Services Management
In 2016, we continued to implement the islandwide Fire Protection
System and speeded up installation work. Also, the Electrical &
Mechanical Equipment Monitoring and Inspection System came
into operation and is expected to bring substantial savings to the
Organisation through energy management. The Telematic Vehicle
Fleet Management system is in the process of being implemented
and installation is expected to be completed next year.
We proceeded to replace a large amount of obsolete and
energy-inefficient electromechanical installations and supply
systems with the aim of further improving the reliability of the
services that we provide and saving energy. A study was
CYTA ANNUAL REPORT 201653
conducted on the installation of photovoltaic systems in Cyta’s
buildings for autoproduction, with the aim of reducing
electricity costs through the use of Renewable Energy Sources.
We completed the installation of hybrid photovoltaic systems at
two mobile telephony base stations and within the coming year
we expect to complete such installations at other base stations.
We implemented new electromechanical installations and
supply systems for major customers of Cyta and important
projects such as the Class 5 Transformation (IMS) and SRAN.
Additionally, we proceeded to implement the Data Centre
Upgrading project, which concerns the upgrading of
electromechanical installations and buildings equipment so that
they comply with international Tier III standards regarding the
development and operation of Data Centres. In the framework
of the project, electromechanical installations in buildings were
redesigned, together with electrical and mechanical work, and
the supply and installation of new electromechanical equipment.
To maintain the high quality operation of electrical and mechanical
equipment, work has been reinforced through the purchase of
services to repair faults on a 24-hour basis so as to secure the
uninterrupted operation of our equipment and, by extension, of
the services offered to customers.
FIXED AND MOBILE COMMUNICATIONS NETWORKS
Fixed Communications Network
In 2016, we expanded the capacity of the IMS network in
response to our business customers’ need for broadband
telephony. At the same time, via the IMS network, we offered
customers the “Telephony OntheGo” facility, an application
for smartphones and tablets (Android or iOS and Windows),
enabling them to use their fixed phone number from anywhere.
We also upgraded the SSW network’s hardware and its management
system software. We continued with the rerouting of connections
from traditional PSTN/ISDN technology to broadband telephony
and increased the speed of the switch to the new technology.
Mobile Communications Core Network
In 2016 the Diameter signalling management system was
brought into operation to enable international roaming for
the 4G (LTE) service. We also upgraded the circuit-switched
network (MSCs and MGWs) software to a new version, thereby
enabling the provision of eCall and the network was prepared
for the provision of High Definition Voice.
Real Time Rating (RTR) came into commercial operation for
data
services subscribers. In the framework of the introduction of RTR,
the Mobile Internet Usage (MIU) portal was upgraded, while
the use of nodes on the circuit-switched network was redesigned.
Changes were made to the prepaid telephony platform to
support RTR and prepaid mobile telephony was introduced for
Cyta Hellas, using a large amount of the prepaid service platform,
thus considerably reducing the total cost of implementation.
Also in 2016, the mobile communications management system
was upgraded, the tender was awarded for the installation
of a system protecting our customers and our network from
unwanted text messages and the Mobile Internet Gateway
upgrade was completed, so as to improve our customers’
experience when browsing the Internet and watching videos.
Wireless Access Network
In 2016, we completed the project to modernise the wireless
mobile telephony access network with Single RAN equipment
and, at the same time, continued the development of the 4th
generation (LTE technology) network, covering 74,6% of the
population in the government-held area of Cyprus.
We also extended the coverage of the 3G network to the
whole of the Government-held area of Cyprus, making use
of the 900MHz frequency range and enabling our customers
to have mobile broadband everywhere. The population and
geographical coverage of our GSM and 3G networks now
exceeds 99,95% of the government-held area of Cyprus.
We continued the project to link base stations via optical
cables with the objective of creating the infrastructure to
satisfy the expected future demand for data services and the
simultaneous shrinkage of the shortwave link network resulting
in a significant reduction to operating costs arising from radio
frequency charges.
During the year, we again carried out two series of electromagnetic
field tests at every Cyta base station in the framework of
fulfilling the conditions under which licences are issued for
the operation of mobile telephony networks. So far we have
completed 24 series of tests. The results of the latest tests were
no different from those obtained on previous occasions and
the highest values recorded in areas where mobile telephony
equipment is installed do not exceed 2% of the maximum
acceptable exposure levels determined by law.
At the same time, we continued to install new Wi-Fi Hotspots,
taking the total to 279.
Wired Access Network
In 2016 we continued to develop and upgrade the broadband
access network using Asymmetric Digital Subscriber Line (xDSL)
technology.
Specifically, we continued to install in outdoor cabinets closer
to customers’ premises, VDSL2 broadband access equipment
enabling customers to experience speeds of up to 70Mbps
when they are located less than 1 kilometre from the cabinet.
CYTA ANNUAL REPORT 201654
By 31/12/2016, we had around 34.000 customers connected
with VDSL2 technology experiencing speeds of up to 70Mbps.
Additionally, we procured terminal equipment using vectoring
technology, thereby enabling all customers to connect to the
broadband network at speeds that are almost double those
supported by the present situation.
To achieve a drastic increase in access speeds, work is under
way on the strategic Fibre to the Home (FTTH) project, with
the aim of starting customer connections during 2017.
INFORMATION SECURITY AND NETWORK/ TELECOMMUNICATIONS FRAUD
In line with the Vision and Mission of Cyta, the security of
its networks and products is an integral part of the quality it
provides and together they comprise a competitive advantage
for the Organisation.
Cyta keeps its personnel, customers and partners fully up-to-
date on issues pertaining to telecommunications fraud with the
objective of raising their awareness and vigilance.
Information Security
Our Organisation is active in matters of information security via
the implementation of specific measures and processes such as
regular security checks and hacking attempts, physical security/
guarding and the monitoring of online access.
On issues of information security and personal data protection,
we follow a holistic approach based on risk assessment
methodologies and international standards.
At a corporate level, with the aim of ensuring the security of
all our main processes, an Information Security Management
System (ISMS) based on ISO 27001:2013 is in place, with
the involvement of the Management Advisory Committee,
information security liaisons in all departments and, in general,
all members of Cyta’s personnel.
For certain units and activities, a project has been finished to
develop a complete ISMS, which obtained ISO 27001:2013.
Telecommunications Fraud Management
We take measures to prevent and stamp out telecommunications
fraud, a phenomenon that is assuming increasingly worrying
dimensions all over the world. For the detection and
investigation of instances of fraud against Cyta, a specialist team
using dedicated technology works in conjunction with various
services within and outside the Organisation. In the framework
of its social responsibility, Cyta has expanded its activities aimed
at preventing and stopping fraud aimed at its customers so as
to protect them from malicious acts.
INTERNATIONAL CABLE AND SATELLITE NETWORK
In 2016, we signed an agreement with PCCW Global Ltd giving
us access to the submarine Asia-Africa-Europe 1 (AAE-1) cable
system which is under construction and which extends to
important hubs in South-East Asia, the Arabian Gulf and the
Mediterranean region. This system will add new channels to
our existing international submarine cable network and enable
us to access new markets as well as to cover the needs of the
local market and other telecommunications providers in the
broader Eastern Mediterranean region.
There are currently eleven international undersea fibre optic
cable systems and subsystems landing at Cyta’s cable stations
as follows: (i) SEA-ME-WE 3, (ii) MED NAUTILUS-LEV, (iii) CIOS,
(iv) CADMOS, (v) UGARIT, (vi) MINERVA, (vii) ALEXANDROS,
(viii) ATHENA, (ix) KIMONAS, (x) ARIEL and (xi) POSEIDON.
Cyta’s international systems include more than 35 main satellite
earth stations providing access to major satellite systems such as
Intelsat, Eutelsat, SES, Hylas, Thor, AsiaSat and Thuraya, which
offer global connectivity. Satellite communications are growing
and they contribute substantially to the reinforcement of Cyta’s
regional telecommunications hub with VSAT services, relay
services for radio and television broadcasts, tracking telemetry
& command services and satellite Internet on a broad scale.
Cyta’s international cable and satellite services provided
uninterrupted 24-hour support and, like its other business
activities, they have obtained international quality certification.
With its participation in the abovementioned cable and
satellite systems as well as in other regional and global cable
systems used as extensions of the systems landing in Cyprus,
Cyta has established its leading role in the broader region,
making Cyprus an important telecommunications hub in
the Mediterranean, providing business opportunities in new
markets and excellent service of Cyprus’s retail and wholesale
international telecommunications needs.
CYTA ANNUAL REPORT 201655
NetworkFinancialReport
CYTA ANNUAL REPORT 201656
SUMMARY OF RESULTS
The Organisation’s financial results for 2016 continue to reflect
its financial robustness and are considered quite satisfactory,
given the difficult economic and financial environment at a time
when the objective of all is the recovery of the Cyprus economy
following the events of 2013. A high level of profitability was
maintained, with profit before losses from investment activities
in 2016 amounting to €86,9 million compared to €89,6
million in 2015. In 2016, a dividend of €39,1 million was paid
to the Government from the Organisation’s 2015 profits. The
accumulated dividend paid to the Republic of Cyprus amounts
to €749 million.
Gross Profit for the year as a result of operating revenues and
expenses remained high at €84,7 million for 2016, compared
to €87,5 million in 2015. The rate at which operating revenues
fell improved further from 8,7% and 6,1% in 2014 and 2015
respectively to just 2,7% in 2016.
For a fifth consecutive year, we succeeded in reducing operating
expenses as a result of the strategic cost management project.
Expenses fell by 2,6% (€7,3 million), maintaining a high EBITDA
margin of 34,5% in 2016 compared with 35,1% in 2015.
Earnings before Interest, Tax, Depreciation& Amortization (EBITDA) (€m)
CAPITAL EXPENDITURE
Capital expenditure amounted to €48,4 million, compared to
€69,6 million in 2015 and was wholly financed by Cyta’s own
equity. Significant investments were made in strategic projects
in the context of our Business Plan, including the complete
upgrade and drastic modernisation of the networks, which
continued in 2016, and the further development of international
cable systems that strengthen the role of Cyprus and our
Organisation as a telecommunications hub in the Eastern
Mediterranean.
Capital Expenditure (€m)
CASH AND CASH EQUIVALENTS
Total cash deposits in banks amounted to €301,1 million
(2015: €227,1 million). Additionally, an amount of €13,9
million (2015: €13,9 million) was placed in Eurobonds and
€22,7 million in Government bonds (2015: Government bonds
€14 million and Treasury Bills €41,4 million).
The significant cash flow during the year strengthened the
Organisation’s already high cash reserves, enabling the full
funding of Cyta’s development programme from its own equity.
2012 2013 2014 2015 2016
Capital Expenditure 64,7 32,7 29,3 69,6 48,4
2012 2013 2014 2015 20160
50
100
150
200
2012 2013 2014 2015 20160
10
20
30
40
50
60
70
80
2012 2013 2014 2015 2016
EBITDA (€m) 133,8 152,8 127,8 130,5 125,1
EBITDA margin 29,6% 35,2% 32,2% 35,1% 34,5%
CYTA ANNUAL REPORT 201657
Cash Flow (€m)
INVESTMENTS
The Organisation’s profit for the year was reduced significantly
by €43,7 million due to the impairment of the value of
investments in subsidiaries and, specifically, in Cyta Hellas.
The impairment was due to the reappraisal of the company’s
Business Plan so as to take into account the company’s past
performance and the negative effects of the economic and
financial environment in Greece. Moreover, a significant
negative effect stemmed from the quite high discount rate
applied on the basis of the country risk indicator on 31
December 2016. The corresponding impairment loss in 2015
was €16,2 million.
Additionally, an impairment was recognized to the value of shares
worth €0,5 million (2015: €3,3 million) held in Cypriot banks.
20162015201420132012
-50
-150
-100
0
50
100
150
2012 2013 2014 2015 2016
Cash flow from operating activities 142,7 85,1 44,4 126,5 95,4
Cash flow for capital expenditure -64,7 -32,7 -29,3 -69,6 -48,4
Total Assets (€m)
RESERVES AND DIVIDENDS
The reserves which constitute the Organisation’s equity
amounted to €542,5 million on 31 December 2016 (2015:
€686,1 million), having been increased by the profit of the
year amounting to €30,4 million but reduced significantly due
to the actuarial deficit in Cyta’s Pension Fund. The actuarial
deficit, which was the result of the revision of the current value
of obligations to the Fund, compared with the fair value of its
assets as at 31 December 2016, amounted to €134,1 million
and was mainly due to the severe drop in interest rates.
In 2016, an amount of €39,1 million was declared as a dividend
payable to the Republic of Cyprus from the profits of 2015.
2012* 2013 2014 2015 2016
Non-current assets 626,8 633,8 532,0 527,6 498,0
Current assets 399,8 403,6 439,8 437,3 429,4
2012* 2013 2014 2015 20160
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200
300
400
500
600
700
Five-Year Financial Summary (€m)
2012* 2013 2014 2015 2016
Operating Revenue 452 434 396 372 362
Gross Profit 66 94 82 88 85
Total Assets 1.027 1.037 972 965 927
Total Liabilities 114 100 303 279 385
Increase/(Decrease) in Reserves due to actuarial position of the Pension Fund
8 -9 -286 20 -134
Reserves 912 938 669 686 543
Cash Flow from Operating Activities 143 85 44 126 95
Net Cash Flow for Investment Activities -84 -46 -8 -105 -15
Dividend paid to the Republic of Cyprus -37 - -31 -52 -50
Current Liquidity Ratio (times) 3,7 4,9 6,0 5,5 6,7
* The results for 2012 have been adjusted to reflect provisions of the International Accounting Standard 19.
CYTA ANNUAL REPORT 201658
Offices and CytashopsHead OfficesTelecommunications Street, Strovolos, P.O.Box 24929,
CY-1396 Lefkosia, Cyprus
Telephone: + 357 22701000
Fax: + 357 22494940
Website: www.cyta.com.cy
Call Centre: 132
Lefkosia 11, M. Paridi & Chilonos Corner, P.O.Box 24755, CY-1303 Lefkosia
Tel: + 357 22702020
• Onasagorou - 26 & 28 Onasagorou Street
• Strovolos - 14, Strovolou Avenue, Myrtiana Court
• Lykavitos - 5, Naxou Street
• Egkomi - 1, 28th October Avenue, “Engomi Business Centre”
• Lakatameia - 62, Arch. Makarios III Avenue
• Latsia - 18, Arch. Makarios III Avenue
• The Mall of Cyprus - 3, Verginas Street,
“Shacolas Emporium Park”
• Kakopetria - 28, Costa Christodoulou Street
Lemesos89, Athinon Street, P.O.Box 50147, CY-3601 Lemesos
Tel: 25705050
• Main - 89, Athinon Street
• Omonoia - 7, Vasileos Pavlou Street
• Linopetra - 28, Kolonakiou Avenue
• Agias Fylaxeos - 232, Agias Fylaxeos Street
• My Mall Limassol - 285, Franklin Roosevelt Avenue
• Platres - 8D, Olympou Street
Larnaka7, Z. Pierides Street, P.O.Box 40102, CY-6301 Larnaka
Tel: 24704040
• Main - 7, Z. Pierides Street
• Agioi Anargyroi - 4, Alex. Panagouli Avenue
• Faneromenis - 178, Faneromenis Avenue
Pafos 11, Griva Digheni Avenue, P.O.Box 60043, CY-8100 Pafos
Tel: 26706060
• Main - 11, Grivas Dighenis Avenue
• Kings Avenue Mall - 2, Apostle Paul &
Tomb of the Kings Corner
• Polis Chrysochous - 16, Archbishop Makarios III Avenue
AmmochostosEdison Street *
Tel: 23862500
Temporarily
124, Eleftherias Avenue, Deryneia, P.O.Box 33355, CY-5313 Paralimni
Tel: 23703030
• Main - 124 Eleftherias Avenue, Deryneia
Keryneia*5Α, 28th October Avenue
Tel: 27452438
Morfou*
18, 25th March Street
Tel: 22742055
Lefka*
Lefka
Tel: 22817459
* Not in operation due to the Turkish military occupation of the area.
CYTA ANNUAL REPORT 201659
Published by: Cyta - Strategy - Corporate Communications
Design & Layout: Contact Grey
Photography: Cyta
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